大型综合医院分院区门诊投诉常见问题分析与建议  

Analysis of common outpatient complaints and continuous improvement in a large comprehensive hospital’s branch

作　　者：刘若谷 单玉涛[1] LIU Ruogu;SHAN Yutao(The Third Affiliated Hospital of Sun Yat-sen University Lingnan Hospital Medical Management Office,Guangzhou,Guangdong 510530,Chi)

机构地区：[1]中山大学附属第三医院岭南医院医疗管理办公室,广东广州510530

出　　处：《医药前沿》2023年第22期19-22,共4页Journal of Frontiers of Medicine

摘　　要：近年来,随着新时代医疗服务的快速发展,医患纠纷已经成为不可忽视的问题。本文主要分析了当前投诉的主要原因,并列举了投诉处理中所面临的问题。本文对2020年1月—2022年12月三年广州市某三甲医院医疗管理部门的第一手数据及掌握的本院投诉相关的基本情况及资料进行统计分析,通过对投诉内容进行分析显示,2020—2023年门诊投诉率呈现缓慢上升趋势,在掌握的1694例投诉中,医疗流程和解释沟通是主要投诉点。为有效降低医疗投诉发生率、提升门诊服务质量、增进患者满意度,需要从预防门诊医疗投诉入手,针对门诊投诉所揭示的问题,认真实施改进措施,并从医院各层面采取切实可行的举措,以改善医患关系,提升医院的整体管理水平,进而提升医院的声誉和影响力。In recent years,with the rapid development of healthcare services in the new era,doctor-patient disputes have become an undeniable issue.This article primarily analyzes the main reasons for current complaints and lists the challenges faced during complaint handling.The article retrospectively conducts statistical analysis on first-hand data from the medical management department of a tertiary hospital in Guangzhou from January 2020 to December 2022,and examines the basic information and data related to complaints in the hospital.Through an analysis of the complaint content,the outpatient complaint rate from 2020 to 2023 shows a gradual upward trend.Among the 1,694 recorded complaints,medical processes and communication issues were the main areas of concern.To effectively reduce the occurrence of medical complaints,enhance outpatient service quality,and improve patient satisfaction,a preventive approach to outpatient complaints is essential.Targeting the issues revealed by outpatient complaints,implementing improvement measures diligently,and adopting practical measures across various levels of the hospital are necessary to enhance doctor-patient relationships and elevate the overall management standards of the hospital,thereby enhancing its reputation and influence.

关 键 词：门诊 公立医院 医疗门诊服务 投诉 医院管理 

分 类 号：R197.3[医药卫生—卫生事业管理]