团队性医疗安全奖对改善医疗服务投诉的影响

目的 探讨团队性医疗安全奖(简称安全奖)对改善医疗服务投诉的影响。方法 采用回顾性的调查方法,以2014年4月实施团队性医疗安全奖为界限,将本院2013年4~12月及2014年4~12月的医疗服务投诉资料分为实施前与实施后两组,对比分析两组医疗服务投诉量及投诉率与投诉性质分类统计的相关指标。结果 实施安全奖后医疗服务投诉量及投诉率明显减少,尤其是服务态度、技术质量投诉与同期相比下降显著,差异均有统计学意义(P<0.05)。结论 实施团队性医疗安全奖管理办法对改善医疗服务投诉效果满意。

Impact analysis of team medical safety award on improving complaints of medical service

Objective To explore the influence of the team medical safety award(or safety award for short) on improving complaints of medical service.Methods With implementation ofsafety award in Apr 2014 as the time point, the complaint data of medical service in our hospital were divided into two groups:the pre-implementation group with data during the period of Apr-Dec 2013 and the post-implementation group during the period of Apr-Dec 2014.The number and ratio of complaints of medical service, and relevant property indicators of classification statistics of complaintsbetween the two groupswere comparedand analyzed by retrospective survey method.Results After the implementation of safety award, the number and ratio of complaints of medical service decreased significantly, especially more significantdecline in the complaints of service attitude and technology quality than thoseof the same period last year, with statistically significant differences(P<0.05).Conclusion The management methodof team medical safety award for improving complaints ofmedical service is generally satisfactory.