基于故障树分析的急诊“12345”投诉分析与对策研究  

Analysis and Countermeasures of Emergency“12345”Complaints Based on Fault Tree Analysis

作　　者：孔璇 王静 邵志敏 程春娣 KONG Xuan;WANG Jing;SHAO Zhi-min;CHENG Chun-di(Medical Ethics Supervision Office,Nanjing Drum Tower Hospital,Nanjing 210008,China)

机构地区：[1]南京鼓楼医院医疗行风监督处,南京市210008

出　　处：《现代医院管理》2025年第1期45-48,共4页Modern Hospital Management

基　　金：南京大学现代医院管理与发展研究所2021年课题(NDYG2021011)。

摘　　要：目的通过分析某综合性三级甲等医院急诊类“12345”投诉的原因并提出改进举措,以期提升急诊服务质量和水平。方法回顾性研究南京某三甲综合性医院2020—2022年急诊类“12345”工单投诉总量、投诉类别、发生科室变化,运用故障树法分析急诊类信访投诉产生的直接原因。结果2020—2022年急诊类投诉工单总量呈逐年增加趋势。其中,医疗质量类、服务态度类投诉占比逐年降低,医患沟通、收费管理投诉逐年增加;发生医疗投诉较多的单元主要是急诊内外科和发热门诊。结论增加急诊人力资源投入、建立有效的医患沟通、优化就诊流程和提升医疗技术水平是减少急诊医疗纠纷的有效举措。Objective:In order to improve the quality and level of emergency service with the analysis on the causes of“12345”complaints in the emergency department of a 3A comprehensive hospital and the proposed improvement measures.Method:This paper retrospectively studied the total number of complaints,types of complaints and changes in departments of“12345”work orders in a 3A comprehensive hospital in Nanjing from 2020 to 2022.The fault tree method is used to analyze the direct causes of emergency complaints.Result:From 2020 to 2022,the total number of emergency complaints shows an increasing trend year by year.Among them,the proportion of complaints about medical quality and service attitude decreased year by year,while the complaints about doctor-patient communication and the charge management increased year by year.The units with more medical complaints are mainly emergency medicine,surgery and fever clinics.Conclusion:The effective measures to reduce emergency medical disputes are to increase the input of emergency human resources,establish effective doctor-patient communication,optimize the treatment process and improve the level of medical technology.

关 键 词：急诊科 医疗投诉 发生原因 管理举措 

分 类 号：R197[医药卫生—卫生事业管理]