某院患者投诉及投诉管理的调查与建议

目的调查某院投诉管理现状。方法采用偶遇抽样方法进行问卷调查。结果投诉总次数呈下降趋势，有效投诉略有上升。类型集中在工作质量、服务态度2方面；患者认为投诉有一定作用，对医院投诉有一定知晓度，有一定维权意识，但对投诉处理结果的满意度不高；医务人员对医院投诉管理现状有一定了解，认为有必要改善其现状，但在对医患矛盾集中点的认识上与患者存在较大差异。结论患者对医院医疗技术水平和服务态度评价较好，忠诚度也较高。但医院投诉管理仍有待进一步完善。

Survey and Suggestions on Patients' Complaints and Complaints' Management in One Hospital

Objective To investigate the management status of complaints in a hospital. Method Occasional sampling was conducted with a questionnaire survey. Result There was a downward trend in the total number of complaints, effective complaints increased slightly, the type focused on two aspects： the quality of work and service attitude; patients thought the complaint had a certain effect and patients had a certain degree of knowledge on the complaint, there was a certain sense of rights protection, but the outcome of complaint handling satisfaction was not high; medical staff on hospital management status of complaints had a certain understanding that there was a need to improve their condition, but the focal point of patient understanding of the contradictions with the patient were quite different. Conclusion Patients had a good appraise on hospital medical technology and service, the loyalty was also high, however the hospital complaints management had to be further improved.