基于投诉闭环管理的医疗风险预警监测实施效果分析  

Implementation Effect of Medical Risk Early Warning Monitoring Based on Closed-Loop Complaint Management

作　　者：袁蓓 宋世蓓 姚韵婷 唐潇 马占强 Yuan Bei;Song Shibei;Yao Yunting(The Second People’s Hospital of Guizhou Province,Guiyang,Guizhou,550001,China;不详)

机构地区：[1]贵州省第二人民医院,贵州贵阳550001

出　　处：《中国医院管理》2025年第3期67-71,共5页Chinese Hospital Management

基　　金：贵州省卫生健康委科学技术基金项目(gzwkj2022-276)。

摘　　要：目的分析基于投诉闭环管理的医疗风险预警监测实施效果。方法回顾性选取2022年1月—2023年12月贵州省第二人民医院收治的453例患者,观察组由222例实施基于投诉闭环管理的医疗风险预警监测体系科室收治的患者组成,对照组由231例实施常规医疗与投诉管理科室收治的患者组成,比较两组风险事件、投诉情况、医疗服务质量及满意度。结果观察组褥疮、静脉炎、跌倒及其他风险事件发生率低于对照组(P<0.05),观察组检查科室、辅助科室投诉率及总投诉率低于对照组(P<0.05),观察组服务态度、沟通问题、医疗纠纷投诉率低于对照组(P<0.05),观察组满意率高于对照组(P<0.05),观察组健康教育、沟通告知、应对能力、专科技能、基础技能、预防感染及总体评分高于对照组(P<0.05)。结论基于投诉闭环管理的医疗风险预警监测体系可减少风险事件及投诉情况、提升医疗服务质量与满意度,在医院实践中效果显著。Objective To analyze the implementation effect of medical risk early warning monitoring based on closed-loop complaint management.Methods A total of 453 patients admitted to the Second People’s Hospital of Guizhou Province from January 2022 to December 2023 were selected retrospectively.Among them,222 patients admitted to the departments where the medical risk early warning monitoring system based on closed-loop complaint management was implemented were included in the observation group.231 patients admitted to the departments where routine medical care and complaint management were implemented were included in the control group.Risk events,complaints,medical service quality and patient satisfaction were compared between the two groups.Results The incidence rates of pressure ulcers,phlebitis,falls and other risk events were lower in the observation group than in the control group(P<0.05),the complaint rates of examination departments and auxiliary departments and total were lower in the observation group than in the control group(P<0.05),the complaint rates of service attitude,communication problems and medical dispute were lower in the observation group than in the control group(P<0.05),the satisfaction rate of the observation group was higher than that of the control group(P<0.05),the observation group had higher scores than the control group in terms of health education,communication and notification,coping capacity,specialist skills,basic skills,infection prevention and total(P<0.05).Conclusion The medical risk early warning monitoring system based on closed-loop complaint management can reduce risk events and complaints,and improve medical service quality and satisfaction,it can achieve significant effects in practice.

关 键 词：医疗风险预警 投诉闭环管理 实施效果 医疗服务质量 满意度 

分 类 号：R197.323.4[医药卫生—卫生事业管理]