儿科门诊投诉产生的原因分析  

Analysis of causes of the complaints in pediatric outpatient clinics

作　　者：王晓艳 李佩华 刘宇 WANG Xiaoyan;LI Peihua;LIU Yu(Guangzhou Women and Children’s Medical Center,Guangdong Province,Guangzhou 510620,China)

机构地区：[1]广州市妇女儿童医疗中心,广东广州510620

出　　处：《妇儿健康导刊》2022年第6期186-188,191,F0004,共5页JOURNAL OF WOMEN AND CHILDREN'S HEALTH GUIDE

摘　　要：目的分析儿科门诊患儿家属投诉的原因,提出对策和建议,为提高满意度及构建和谐儿科医患关系提供方法和依据。方法收集广州某儿童医院2018年7月至2019年12月儿科门诊患儿家属的投诉案例1118件,删除家属的不合理要求投诉,对数据进行回顾性分析。结果1118件投诉中,门诊儿科护士被投诉的比例最高,其次是门诊儿内科医生;医患沟通问题和工作人员服务态度不佳是引发家属投诉的重要原因。结论门诊患者的投诉应得到医院各阶层各岗位的重视,医院管理者应从政策和制度方面加强门诊投诉监督管理力度,重视服务态度,重视医患沟通,创造和谐医患关系的新局面。Objective To analyze the causes of complaints from family members of children in pediatric outpatient clinics,put forward countermeasures and suggestions,and provide methods and basis for improving satisfaction and building a harmonious pediatric doctor-patient relationship.Methods A total of 1118 complaints from family members of children in the pediatric outpatient clinic of a children’s hospital in Guangzhou from July 2018 to December 2019 were collected,complaints of unreasonable requests from family members were removed,and the data were analyzed retrospectively.Results In 1118 cases,the complaints of nurses made the highest propo rtion,followed by an outpatient pediatric physician,the problems of doctor-patient communication and the bad service attitude of the staff were the important reasons for the family members’complaints.Conclusion The complaints of outpatients should be taken seriously by all levels of the hospital.Hospital managers should strengthen the supervision and management of outpatient complaints in terms of policies and systems,pay attention to service attitudes,and pay attention to doctorpatient communication,so as to create a new situation of harmo nious doctor-patient relationship.

关 键 词：投诉 儿科 医患关系 医患沟通 

分 类 号：R197.5[医药卫生—卫生事业管理]