北京某三甲医院5886件患者投诉现况及影响因素分析  

Analysis of the status and influencing factors of 5886 patients’complaints in a GradeⅢLevel A hospital in Beijing

作　　者：王将军[1] 钟林涛[1] 应娇茜[1] 周山 张丽 黄佩佩[1] 王燕森[1] 刘鹏[1] WANG Jiangjun;ZHONG Lintao;YING Jiaoqian;ZHOU Shan;ZHANG Li;HUANG Peipei;WANG Yansen;LIU Peng(China-Japan Friendship Hospital,No.2,Yinghua East Street,Chaoyang District,Beijing,100029,PRC)

机构地区：[1]中日友好医院,北京市100029

出　　处：《中国医院》2020年第6期44-47,共4页Chinese Hospitals

摘　　要：目的:分析北京某三甲医院患者投诉现况及影响因素,为加强医疗机构患者投诉管理工作提供政策建议。方法:收集2009-2018年北京某三甲医院5886件患者投诉的相关信息,从投诉时间、患者个人信息、投诉事由、投诉严重程度、投诉解决方式、被投诉人信息等方面分析患者投诉现况。运用三分类多元Logistic回归分析,探讨发生临床诊疗类、医院管理类和医患关系类投诉的影响因素。结果:在纳入研究的5886件患者投诉中,临床诊疗类最多(2677件,45.48%)。从投诉率看,临床诊疗类和医患关系类呈现缓慢下降趋势,而医院管理类持续上升。3类患者投诉在患者年龄、性别、是否实名投诉、就诊类型、被投诉人职业类别、被投诉科室及处理方式的分布上存在显著差异。临床诊疗类投诉形成纠纷的比例最高(24.21%),而医院管理类和医患关系类极少形成纠纷(2.84%、0%),基本通过院内协商方式解决(99.61%、100%)。多因素logistic回归分析结果显示,患者年龄、性别、是否实名投诉、就诊类型、被投诉人职业类别及被投诉科室对3类患者投诉的发生有较大影响。结论:应关注影响患者投诉的患者个人特征,透过患者投诉查找医疗机构管理中的薄弱环节,构建预防为主、患者参与、标准化管理的患者投诉管理模式。Objective:To analyze the current situation and risk factors of patient complaints in a third-level grade-A hospital in Beijing and to provided policy recommendations for strengthening the management of patient complaints in the medical institutions.Methods:The related information of 5886 patient complaints from a GradeⅢLevel A hospital in Beijing from 2009 to 2018 were collected,and we analyzed the current situation of patient complaints from the aspects of complaint time,patients’personal information,complaint cause,complaint severity,complaint resolution and information of the accused.Multivariate logistic regression analysis was used to explore the influencing factors of the domains of‘clinical’,‘management’and‘relationship’for analysing patient complaints.Results:Of the 5886 complaints included in our study,the most common were‘clinical’complaints(2677,45.48%).From the view of complaint rate,‘clinical’complaints and‘relationship’complaints showed a slow downward trend,while‘management’complaints continued to rise.There were significant differences in age,gender,real-name complaints,types of visits,types of complaints against medical staff,complaints departments and treatment methods among the three types of complaints.The proportion of complaints from doctors(80.57%and 53.36%)was highest in‘clinical’complaints and‘relationship’complaints,and the departments with the most significant number of complaints were surgery(44.71%)and internal medicine(31.8%).‘Clinical’complaints were more likely to lead to disputes(24.21%),while the other two types were rarely(2.84%,0%)and were basically settled through in-hospital consultation(99.61%,100%).Multivariate logistic regression analysis showed that age,gender,real-name complaints,type of medical treatment,the occupational category and the department of the accused still had a more significant impact on the occurrence of three types of complaints.Conclusion:We should pay more attention to the individual characteristics of patien

关 键 词：患者投诉 投诉分类 患者安全 不良事件 

分 类 号：R197.3[医药卫生—卫生事业管理]