专科医院门诊患者投诉原因分析及应对策略  

Cause Analysis and Countermeasures of Complaints of Outpatients in Specialized Hospitals

作　　者：谢艳芳 刘海萍 XIE Yanfang;LIU Haiping(Customer Service Center,Fuzhou Skin Disease Prevention and Treatment Hospital,Fuzhou Fujian 350025,China;Department of Orthopedics,the Third People's Hospital Affiliated to Fujian University of Traditional Chinese Medicine,Fuzhou Fujian 350000,China)

机构地区：[1]福州市皮肤病防治院客服中心,福建福州350025 [2]福建省中医药大学附属第三人民医院骨科,福建福州350000

出　　处：《中国卫生标准管理》2023年第13期74-78,共5页China Health Standard Management

摘　　要：目的对专科医院门诊患者投诉原因及应对策略予以探讨。方法回顾性分析福州市皮肤病防治院2018年1月—2021年12月受理的406例投诉案件,包括投诉内容、投诉原因、投诉科室占比等。结果2018—2019年总共投诉件330例,投诉原因包括没有效果23例、外购药品17例、服务态度不好62例、服务流程烦琐105例、服务环境不好117例、其他6例。2020—2021年收到投诉件76例,投诉原因包括没有效果3例,外购药品6例,服务态度不好13例,服务流程烦琐25例,服务环境不好17例,其他12例。结论根据皮肤病专科医院实际现状及门诊患者投诉原因,提出践行患者至上的价值观,建立良好的医患沟通渠道,优化门诊服务流程,改善医疗环境,定期对医务人员进行提升,患者投诉明显减少。Objective To discuss the complaint reasons and coping strategies of outpatients in specialized hospitals.Methods A total of 406 cases of complaints accepted by Fuzhou Skin Disease Prevention and Treatment Hospital from January 2018 to December 2021 were analyzed retrospectively,including complaint content,complaint reasons and the proportion of complaint departments.Results From 2018 to 2019,there were a total of 330 complaints,including 23 cases with no effect,17 cases withpurchased drugs,62 cases with bad service attitude,105 cases with complicated service process,117 cases with bad service environment,and 6 other cases.From 2020 to 2021,76 complaints were received,including 3 cases with no effect,6 cases with purchased drugs,13 cases with bad service attitude,25 cases with complicated service process,17 cases with bad service environment,and 12 others.Conclusion According to the actual situation of dermatology hospitals and the causes of complaints from outpatients,it is proposed to practice the values ofpatient first,establish a good communication channel between doctors and patients,optimize the outpatient service process,improve the medical environment,regularly promote the medical staff,and significantly reduce the complaints of patients.

关 键 词：专科医院 门诊 投诉原因 策略 服务质量 满意度 医患关系 

分 类 号：R197[医药卫生—卫生事业管理]