风险管理在防范急诊医疗纠纷和投诉中的作用探讨  

The Role of Risk Management in the Prevention of Emergency Medical Disputes and Complaints

作　　者：涂兰英[1] 蒋剑 TU Lanying;JIANG Jian(Department of Medical Affairs,Fujian Provincial Hospital,Fuzhou Fujian 350001,China)

机构地区：[1]福建省立医院医务部,福建福州350001

出　　处：《中国卫生标准管理》2021年第19期31-34,共4页China Health Standard Management

基　　金：福建省卫生健康科研人才培养项目软科学研究课题资助(2019-RK-5)。

摘　　要：目的对急诊医疗纠纷和投诉防范中,风险管理的应用作用进行探究分析。方法收集2017年1月—2020年12月医院急诊科数据资料进行回顾性分析,统计风险管理应用前(2017年1月—2018年12月)与风险管理应用后(2019年1月—2020年12月)医疗纠纷、投诉发生情况以及急诊管理质量评分。结果2017年1月—2020年12月急诊医疗纠纷和投诉共发生35人次,医疗纠纷占28.57%(10/35),医疗投诉占71.43%(25/35),风险管理应用前(2017年度、2018年度)占62.86%(22/35),风险管理应用后(2019年度、2020年度)占37.14%(13/35),且医疗纠纷的占比由31.82%(7/22)下降到23.08%(3/13)。风险管理应用后急诊管理质量评分均高于风险管理应用前,差异有统计学意义(P<0.05)。结论在急诊科实施风险管理,对急诊医疗纠纷和投诉防范存在积极影响,在降低医疗纠纷和投诉发生频次的同时,可提高急诊综合管理质量,应给予高度重视。Objective To explore and analyze the application of risk management in emergency medical disputes and complaints prevention.Methods The data of the emergency department of the hospital from January 2017 to December 2020 were collected for retrospective analysis,and the medical disputes,complaints and emergency management quality scores before the application of risk management(January 2017 to December 2018)and after the application of risk management(January 2019 to December 2020)were counted.Results From January 2017 to December 2020,there were 35 emergency medical disputes and complaints,medical disputes accounting for 28.57%(10/35),medical complaints accounting for 71.43%(25/35),before the application of risk management(2017,2018)accounting for 62.86%(22/35),after the application of risk management(2019,2020)accounting for 37.14%(13/35),and the proportion of medical disputes decreased from 31.82%(7/22)to 23.08%(3/13).The emergency management quality scores after the application of risk management were higher than those before the application of risk management,the difference was statistically significant(P<0.05).Conclusion The implementation of risk management in the emergency department has a positive impact on the prevention of emergency medical disputes and complaints,and can improve the quality of emergency comprehensive management while reducing the frequency of medical disputes and complaints.It should be given great attention.

关 键 词：风险管理 医疗纠纷 医疗投诉 防范作用 急诊科 管理质量 

分 类 号：R197[医药卫生—卫生事业管理]