分析肿瘤医院医疗服务投诉，提升服务水平

为探索医疗服务投诉发生的规律，提高医疗质量，回顾性分析中国医学科学院肿瘤医院2009～2011年共126例医疗服务投诉的科室、人员分布及投诉缘由。发生投诉数量前三名的科室依次为腹外科（28例，22．2％）、病案室（19例，15．1％）、胸外科（18例，14.3％）。医疗服务投诉的主要对象中高级职称医师占71％，手术缺陷引起的投诉占30％。医院应针对性狠抓外科手术、高级职称医师、病案管理等，以期不断提高医疗质量和服务质量，提升患者满意度。

Analysis of Medical Complaints to Improve Quality of Service in Cancer Hospital

To investigate the essential regulation of occurrence of medical service complaints and to improve the quality of health care. The department distribution, personnel distribution and reasons of 126 medical service complaints in Cancer Institute ＆ Hospital,Chinese Academy of Medical Sciences from 2009 to 2011 were analyzed retrospectively. The top 3 departments of complaints occurred was abdominal surgery（28 cases,22.2%）,medieal record room（19 cases, 15.1%）and thoracic surgery （18 cases, 14.3%）. 71% of complaint objects were doctors with senior titles,30% complaint reasons were the flaws of surgical operation. Therefore ,the hospital need to build up an effective complaint management program,which should focus on risk management of surgery,training of senior doctors and regulation of medical records, in order to constantly improve the quality of medical service and patient satisfaction.