山东省某区域医疗中心患者投诉现况及影响因素分析  

Analysis of the status and influencing factors of patient complaints in a regional medical center in Shandong Province

作　　者：张玉军 秦大伟[1] 相然 孙桂娟 石丛 朱柯俐 车峰远[1] ZHANG Yujun;QIN Dawei;XIANG Ran;SUN Guijuan;SHI Cong;ZHU Keli;CHE Fengyuan(Linyi People’s Hospital,Linyi,Shandong Province,276034,PRC)

机构地区：[1]临沂市人民医院,山东省临沂市276034

出　　处：《中国医院》2023年第9期102-104,共3页Chinese Hospitals

基　　金：国家卫生健康委医院管理研究所医疗质量循证管理持续改进研究项目(YLZLXZ22G004);国家卫生健康委员会卫生经济与政策研究重点实验室开放课题(NHC-HEPR2019004)。

摘　　要：目的:分析某省级区域医疗中心患者投诉现况及影响因素,为医院科学管理投诉信息、提高自身医疗服务水平提供依据。方法:收集2019-2021年某省级区域医疗中心1724例投诉案例,分析医疗投诉率、投诉人与被投诉对象基本特征事项投诉现况,找出患者投诉科室影响因素,探索医院管理与服务的改进策略,提高医疗服务质量。结果:门急诊患者投诉呈缓慢下降趋势,住院部患者投诉呈缓慢上升趋势,男性投诉者多于女性,36~59岁投诉者居多,首次投诉以患者家属为主,医疗、护理、行政后勤、医技(技术)、医技(药学)、导医分诊、辅助类职业的投诉分布上存在显著性差异,医疗职业形成投诉的比例最高。门诊科室、外科、行政后勤科室是医院投诉量最多的科室。结论:充分利用投诉信息,将投诉转化为医院管理资源,使之成为改进医疗服务质量的动力,更好地为人民健康服务。Objective:To analyze the current situation and influencing factors of patient complaints in a provincial regional medical center,and provide a policy basis for hospitals to scientifically manage complaint information and improve their own medical service level.Methods:Collect 1724 complaint cases from a provincial-level regional medical center from 2019 to 2021,analyze the medical complaint rate,the basic characteristics of the complainant and the complained object,identify the influencing factors of the patient complaint department,explore improvement strategies for hospital management and services,and improve the quality of medical services.Results:The complaint rates of outpatient,emergency,and inpatient departments both fluctuated slightly.The complaint rates of outpatient,emergency,and inpatient patients showed a slow downward trend,while the complaint rates of inpatient departments showed a slow upward trend.Male complaints were more common than female complaints,with the majority of complaints aged 36-59.The first complaint was mainly from the patient's family members.There were significant differences in the distribution of complaints in medical,nursing,administrative logistics,medical technology(technology),medical technology(pharmacy),medical triage,and auxiliary professions,The medical profession has the highest proportion of complaints.Outpatient departments,surgical departments,and administrative logistics departments are the departments with the highest number of complaints in hospitals.Conclusion:Make full use of complaint information to transform complaints into resources for hospital management,making them a driving force for improving the quality of medical services and better serving people's health.

关 键 词：区域医疗中心 患者投诉 医患关系 现状分析 

分 类 号：R197.3[医药卫生—卫生事业管理]