放射科投诉分析与防范措施  

Radiology Complaint Analysis and Preventive Measures

作　　者：王炼[1] 刘新秀 滕芸[1] WANG Lian;LIU Xin-xiu;TENG Yun(The First People's Hospital of Lianyungang,Lianyungang,Jiangsu Province,222061 China)

机构地区：[1]连云港市第一人民医院,江苏连云港222061

出　　处：《中国卫生产业》2020年第2期96-98,共3页China Health Industry

摘　　要：目的分析放射科投诉内容、特点及原因,提出针对性的投诉防范措施,提高服务效能。方法回顾性分析2018年1月-2019年3月45例放射科投诉材料,了解投诉事件分布、内容及原因,提出改进与防范措施。结果在渠道分布上,现场投诉占比最高,其次为政府热线;服务态度、沟通失效是被投诉的首要问题,其次为报告发放及时性和候检时长,未落实查对等核心制度是导致被投诉的重要因素。结论放射科应坚持"患者至上"服务理念,提升医务人员主动服务意识,规范服务,严格落实规章制度与操作流程;同时医院应提升投诉现场接待、协调能力,充分发挥职能部门监管职责。Objective To analyze the content, characteristics and causes of complaints in radiology departments, propose targeted complaint prevention measures, and improve service efficiency. Methods A retrospective analysis of 45 radiology complaint materials from January 2018 to March 2019 was conducted to understand the distribution, content and causes of complaint events, and to propose improvement and preventive measures. Results In terms of channel distribution, on-site complaints accounted for the highest proportion, followed by the government hotline;service attitude and communication failure were the top issues for complaints, followed by the timeliness of report issuance and waiting time. Important factors for complaints. Conclusion The radiology department should adhere to the "patient first" service concept, improve the active service awareness of medical staff, standardize services, strictly implement rules and regulations and operating procedures;at the same time, hospitals should improve the ability to receive and coordinate complaints at the scene, and give full play to the supervision duties of functional departments.

关 键 词：放射科 投诉 防范措施 

分 类 号：R197.323[医药卫生—卫生事业管理]