498例门诊患者医疗投诉原因分析及防范措施

目的研究门诊患者医疗投诉特点及其原因,提出防范措施,以改进门诊医疗服务,构建和谐医患关系。方法对2007年12月-2011年12月新疆医科大学第一附属医院门诊办公室接待的498例有效医疗投诉的特点进行分析,包括投诉内容及对象、投诉环节、投诉处理方式及结果。结果投诉内容中服务态度246例,服务流程90例,医疗技术37例,劳动纪律65例,医德医风5例,诊疗环境29例,医疗费用26例;被投诉对象中患者对医生的意见最大,占50.40%;投诉环节主要集中在患者的诊疗过程,其次是辅助检查;投诉处理方式中通过沟通解释及与科室协商后化解纠纷占多数,患者对结果满意及基本满意492例,占总投诉的98.80%。结论门诊患者医疗投诉的原因主要有医方的原因、患方的原因和共同的原因,医院应紧紧围绕患者医疗投诉的原因制定防范措施。

Cause analysis and preventive measures about medical complaints in 498 cases of out-patients

Objective To research outpatient medical complaints features and their causes,preventive measures,in order to improve the outpatient medical services,and building a harmonious doctor-patient relationship.Methods 498 cases of the characteristics of effective medical complaints in the First Affiliated Hospital of Xinjiang Medical Outpatient Office Reception were analyzed,the analysis including complaints and object the complaint links,complaint handling and outcome from December 2007 to December 2011.Results In the complaint,attitude of service accounted for 246 cases,90 cases of service processes,37 cases of medical technology,labor discipline of 65 cases,5 cases of medical ethics,29 cases of the clinic environment,medical expenses of 26 cases;The largest proportion is patients to medical advice,accounted for 50.40%;The mainly complaints concentrated in the treatment process.Second is siagnostic examination;the method of complaint handling,the most common was through communication,explained and consultation with the department to resolve disputes.Patients with satisfactory results and the basic satisfaction of 492 cases,accounting for 98.80% of the total complaints.Conclusion The outpatient medical complaints mainly due to the medical side of reasons,suffering from the side of reason and common cause,the hospital should closely focus on the reasons for the development of preventive measures of patient medical complaints.