某三级甲等医院“1+X窗口”受理投诉模式效果分析  

Research on Effects of Complaints Handled by “1+X” Service Window in Certain Third Grade Class A Hospital and Countermeasures to the Problem

作　　者：刘畅[1] 胡晓媛[1] 热依沙·吉力力 马蕊[1] 吴兰华[1] LIU Chang1];HU Xiaoyuan;RE Yisha·Ji Lili;MA Rui;WU Lanhua(Social Work Department,Office of the Party Committee,the First Affiliated Hospital of Xinjiang Medical University,Urumqi 830011)

机构地区：[1]新疆医科大学第一附属医院党委(医院)办公室社会工作科

出　　处：《解放军医院管理杂志》2019年第10期947-949,共3页Hospital Administration Journal of Chinese People's Liberation Army

摘　　要：目的探讨医院“1+X窗口”受理投诉模式下患者投诉的变化规律和原因。方法选择某三级甲等医院2016—2018年近三年来出现的4526起投诉案例,研究“1+X窗口”受理投诉模式效果,分析投诉发生的规律、原因和分布状况,并提出防范措施,以期改善医患关系,提高患者满意度,提升医院的社会效益和经济效益。结果医院采用“1+X窗口”受理投诉模式后,患者各项投诉指标有所下降。结论医院患者投诉原因较多,工作中应重视和加强医患沟通,树立以患者为中心的服务理念,提升服务意识降低投诉率,同时投诉应纳入医院重要管理指标之一,根据实际投诉原因实施针对性干预。Objective To discuss the changing pattern of patients’complaints handled by“1+X”service window in the hospital and the reasons behind the change.Methods 4526 complaints filed from 2016 to 2018 in a third grade class A hospital were chosen to study the effects of complaints handled by“1+X”service window,analyze the regular pattern by which complaints occur,the reason for the complaints and their distribution,and present the countermeasures in order to improve both the“doctor-patient”relationship and the social and economic benefits for the hospital.Results Patients’complaints decreased after applying“1+X”service window in the hospital.Conclusion Reasons for the patients’complaints vary,therefore,communication between doctors and patients should be valued and strengthened,“patient-oriented”idea should be established,and awareness of patient service should be enhanced.In the meantime,patients’complaints should be involved in the assessment criteria of the hospital management,and intervention should be employed according to the specific reason for the complaint.

关 键 词：“1+X窗口”模式 投诉 效果分析 对策 

分 类 号：R197.32[医药卫生—卫生事业管理]