院前急救投诉原因分析与对策

目的通过对院前急救投诉原因进行分析，采取及时有效的措施，提高院前急救医疗服务质量，提高患者对急救中心的满意度。方法对云南省急救中心2009年1月～2011年10月94次投诉进行回顾性分析。结果云南省急救中心2009年1月～2011年10月出诊量约16万人次，投诉94次，占O．059％；最常见的投诉原因是患方对服务态度和急救收费不满意，各占22．3％和20．5％。结论医疗投诉不可避免，但通过及时处理，避免医患双方严重冲突，并进一步提高院前急救服务质量，创建和谐的医患关系。

Analysis and Countermeasure of Medical Complaints with Pre-hospital Emergency

Objective By pre-hospital emergency analysis of the causes of complaints and take prompt and effective measures to improve pre-hospital emergency medical service quality, increase patient satisfaction with emergency center. Methods All 94 cases of medical complaints from emergency center of yunnan province during January 2009 and October 2011 were statistically analyzed. Re- sults During January 2009 and October 2011,about 16 thousand patients were serviced by our center,94 cases of medical com- plaints,accounted for 0.059%.The most common causes of complaints were not satisfied with attitude and emergency costs,22.3% and 20.5% of each. Conclusion Medical complaints were inevitable,through the timely processing to avoid serious conflict between doctors and patients ,we can improve the quality of service pre-hospital emergency and create a harmonious doctor-patient relationship.