基于医疗投诉分析工具分类框架的门诊投诉情况分析  

Analysis of Outpatient Complaints Based on the Framework of Health Catalyst

作　　者：徐静娟[1] 张乃东[1] 朱枫[1] 杨敏[2] 张云[2] 郑秀芹[1] 李晓东[1] XU Jingjuan;ZHANG Naidong;ZHU Feng;YANG Min;ZHANG Yun;ZHENG Xiuqin;LI Xiaodong(Outpatient office,Changzhou First People’s Hospital,Changzhou Jiangsu 213003;Medical Department,,Changzhou First People’s Hospital,Changzhou Jiangsu 213003)

机构地区：[1]常州市第一人民医院门诊办公室,江苏常州213003 [2]常州市第一人民医院医务处,江苏常州213003

出　　处：《江苏卫生事业管理》2021年第4期448-451,455,共5页Jiangsu Health System Management

摘　　要：目的:利用医疗投诉分析工具(HCAT)分类框架对门诊投诉情况进行分析,为提高门诊服务质量和门诊患者满意度提供依据。方法:建立HCAT分类框架,对某三甲医院2020年1-12月的门诊投诉,按基本信息、问题分类、严重程度、投诉问题所在的就诊阶段及投诉的问题对患者的伤害程度,进行分类编码分析。结果:对174例门诊投诉的分析显示,门诊医患关系问题是投诉的主要原因,临床科室是投诉发生的主要科室,医生是投诉的高发人群,投诉的严重程度以轻度为主,入院和诊治阶段是投诉发生的高发阶段,大部分投诉未对患者造成明显伤害。结论:HCAT作为一种医疗投诉分析工具,可以对门诊投诉进行科学化的归类分析,有利于强化门诊投诉的管理。Objective:To code and analyze the outpatient complaints based on the framework of Health Catalyst(HCAT),and to provide the basis for improving the quality and satisfaction of outpatient service.Methods:The outpatient complaints of in certaingrade-A tertiary hospital from January to December of 2020 were coded and analyzed based on the HCAT framework,according to the basic information,problem categories,severity,the stages of care,and the level of harm.Results:174 cases of outpatient complaints were coded and analyzed.Relationship problemswere the main problem domain.Clinical departments were the major departments where complaints occurring.Doctorswere themain staff group referred to.The severity of complaintswas mainly mild.Admissions,examination and diagnosis stageswere high incidence stages of complaints.Most of the complaints did no obvious harm to patients.Conclusion:Outpatient complaints can be scientifically categorized and analyzed by using HCAT framework,which is beneficial for management.

关 键 词：HCAT 门诊 投诉 分析 管理 

分 类 号：R197[医药卫生—卫生事业管理]