门急诊患儿家长投诉分析

目的：描述门急诊患儿家长的投诉率、投诉事件分类、被投诉科室和投诉解决结果。方法：对2005年1月-2007年11月某儿童医学中心门急诊就医患儿家长投诉案例进行回顾性分析。主要测量指标包括被投诉科室、投诉事件和投诉解决结果。结果：2005年-2007年间门急诊患儿家长平均投诉率为0．133‰。各种投诉事件中，治疗、沟通、患者权利受损、服务便捷性问题位居前四位，分别占37．4％，29．8％，11．6％和9．9％。73％的投诉通过道歉、解释和对医护人员进行教育得以解决。结论：将投诉率作为质量保证的参考指标，采取干预措施加强医护人员沟通能力教育，加强门急诊的管理，特别是流程的合理化是降低患儿家长投诉率的有效举措。

Analysis of Complaints from Parents of Children in Outpatient Department and Emergency Department

Objectives： To describe the rate of complaints from the parents of the children in outpatient department and emergency department, complaint categories, departments involved, outcomes of complaints. Methods： Retrospective study was conducted to analyze the complaints made by parents of the children in outpatient department and emergency department in Shanghai Childreng Medical Center from Jan. 2005 to Nov. 2007. The main indexes were complaints rate, department involved, complaints and outcomes. Results： The average rate of complaints was 0. 133/1000 patients. Complaints relating to treatment, communication, patient＇s right and access to healthcare accounted for 37.4% ,29.8% , 11.6% and 9.9% respectively. Apologies or explanations and educating the heahhcare staff resolved 73% of complaints. Conclusion： To take complaint data as quality improvement activities is recommended. Interventions to decrease the number of complaints will be educating the healtheare staffs in the areas of communication, establishing reasonable procedure in outpatient department and emergency department.