风险管理在防范急诊医疗纠纷和投诉中的效果  

Effect of Risk Management in Preventing Emergency Medical Disputes and Complaints

作　　者：姜冲 褚振海[2] 黄卓[1] JIANG Chong;CHU Zhenhai;HUANG Zhuo(Complaint Center,Tianjin Eye Hospital,Tianjin 300000,China;Dean's Office,Tianjin Eye Hospital,Tianjin 300000,China)

机构地区：[1]天津市眼科医院投诉中心,天津300000 [2]天津市眼科医院院长办公室,天津300000

出　　处：《中国卫生标准管理》2024年第16期54-57,共4页China Health Standard Management

摘　　要：目的探讨风险管理在防范急诊医疗纠纷和投诉中的效果。方法回顾性分析天津市眼科医院2019年风险管理实施前接诊的49656例患者资料以及2021年风险管理实施后接诊的50323例患者资料。分析急诊医疗纠纷与投诉情况,总结其发生的原因以及管理措施。结果2019年与2021年共发生医疗纠纷与投诉220例,其中111例医疗纠纷,109例医疗投诉。2019年共发生医疗纠纷与投诉210例,其中医疗纠纷108例,医疗投诉102例;2021年,共发生医疗纠纷与投诉10例,其中医疗纠纷3例,医疗投诉7例;2021年的医疗纠纷发生率、医疗投诉率均低于2019年,差异有统计学意义(P<0.05)。2021年科室管理、环境管理、物资管理、医疗安全、消毒隔离、急救管理评分分别为(13.73±1.56)分、(13.76±1.23)分、(18.06±1.84)分、(18.78±1.23)分、(8.86±1.35)分、(18.65±1.42)分,均高于2019年的(10.03±1.24)分、(10.07±1.32)分、(14.34±1.04)分、(14.44±1.78)分、(6.54±1.77)分、(14.54±1.74)分,差异有统计学意义(P<0.05)。结论在防范急诊医疗纠纷和投诉中应用风险管理其效果显著,能有效减少医疗纠纷与投诉的发生,提高急诊管理质量。Objective To explore the effect of risk management in preventing emergency medical disputes and complaints.Methods A total of 49656 patients admitted before the implementation of risk management in Tianjin Eye Hospital in 2019 and 50323 patients admitted after the implementation of risk management in 2021 were retrospectively analyzed.Analyze the situation of emergency medical disputes and complaints,and summarize the causes and management measures.Results In 2019 and 2021,a total of 220 medical disputes and complaints occurred,including 111 medical disputes and 109 medical complaints.A total of 210 cases of medical disputes and complaints occurred in 2019,including 108 medical disputes and 102 medical complaints.In 2021,a total of 10 cases of medical disputes and complaints occurred,including 3 medical disputes and 7 medical complaints,the incidence of medical disputes and the rate of medical complaints in 2021 were lower than those in 2019,the differences were statistically significant(P<0.05).The scores of department management,environmental management,material management,medical safety,disinfection and isolation,and first aid management in 2021 were(13.73±1.56)points,(13.76±1.23)points,(18.06±1.84)points,(18.78±1.23)points,(8.86±1.35)points,and(18.65±1.42)points,respectively,which were higher than(10.03±1.24)points,(10.07±1.32)points,(14.34±1.04)points,(14.44±1.78)points,(6.54±1.77)points,(14.54±1.74)points in 2019,the differences were statistically significant(P<0.05).Conclusion The application of risk management in the prevention of medical disputes and complaints in the emergency department has a remarkable effect,which can effectively reduce the occurrence of medical disputes and complaints and improve the quality of emergency management.

关 键 词：风险管理 急诊 医疗纠纷 投诉 防范 效果 

分 类 号：R197[医药卫生—卫生事业管理]