506例“市长热线”转办的医疗投诉分析  

Analysis of 506 Medical Complaints Transferred from"the Mayor's Hotline"

作　　者：李湘平 罗邦安[2] 周瑞红[3] 刘芳 刘雁宏 LI Xiangping;LUO Bangan;ZHOU Ruihong(Health and Family Planning Commission of Yueyang City,Yueyang,Hunan,414000,China)

机构地区：[1]岳阳市卫生和计划生育委员会医政医管科,湖南岳阳414000 [2]湖南省脑科医院精神卫生中心办公室,湖南长沙410007 [3]湖南省血吸虫病防治所附属湘岳医院,湖南岳阳414000 [4]岳阳市一人民医院,湖南岳阳414000

出　　处：《中国社会医学杂志》2020年第4期430-432,共3页Chinese Journal of Social Medicine

基　　金：国家社会科学基金项目(17 CGL050)。

摘　　要：目的分析“市长热线”转办医疗投诉的原因、特征,为医疗机构改进工作、构建和谐医患关系提供参考。方法对某市“市长热线”在2018年1-11月期间转办的537例医疗投诉记录进行整理、分类和统计分析。结果筛选有效医疗投诉记录506例,有效率94.23%。患者医疗投诉的主要类型包括医疗服务(51.78%)、医疗效果(16.01%)、医疗质量(15.02%)、医疗收费(12.65%)。以诊疗流程不畅(27.10%)、手术失败或未达到预期效果(64.20%)、诊治不及时或不当(42.11%)分别位列医疗服务、效果、质量类投诉的首位。被投诉的对象主要为医生(65.22%)和医技人员(9.29%)。被投诉的部门主要为外科(28.46%)和内科(17.59%)。公立医院被投诉的主要原因是医疗服务(63.17%)和医疗质量(19.05%),而民营医院则为医疗服务(32.98%)和医疗收费(28.27%)。结论“市长热线”转办医疗投诉主要原因类别为医疗服务、医疗效果、医疗质量,民营医院医疗收费和医疗效果类投诉率高于公立医院;医院应优化就医流程,提升服务内涵,规范医疗收费并加强医务人员管理,以改善患者就医体验,提高患者就医满意度。Objective To analyze the causes and characteristics of medical complaints transferred from the mayor's hotline,and provide references for improving hospital management.Methods 537 cases of medical complaint records from Jan 2018 to Nov 2018 in the Mayor's Hotline were screened,extracted and analyzed.Results 506 cases of effective complaints were screened.The main types of medical complaints included medical services(51.78%),medical results(16.01%),medical quality(15.02%)and medical charges(12.65%).Complaints for poor diagnosis and treatment procedure(27.10%),failure or unachieved desired results of surgical operation(64.20%),improper and untimely diagnosis and treatment(42.11%)was the first cause among medical complaints of medical services,medical results,medical quality respectively.The main two types medical staff being complained were doctors(65.22%)and medical technicians(9.29%).The main two departments being complained were surgical department(28.46%)and department of medicine(17.59%).The main reasons in public hospitals were medical services(63.17%)and medical quality(19.05%).But the main causes of complaints in private hospitals were medical services(32.98%),medical charges(28.27%).Conclusion The main causes of medical complaints transferred from the mayor's hotline are medical services,medical results and medical quality,and the rates of medical complaints about medical charges and medical results in private hospitals are higher than those in public hospitals.Hospitals should optimize the medical process,promote service connotation,standardize the medical charge,and strengthen the management of medical personnel in order to improve medical experiences and satisfaction degree of the patient.

关 键 词：市长热线 医疗投诉 医疗服务 建议 

分 类 号：R197.1[医药卫生—卫生事业管理]