近5年医疗投诉及纠纷回顾性研究——以云南省某三甲专科医院为例

目的通过对云南省某三级甲等专科医院近5年医疗投诉及纠纷案例进行调查研究,分析医疗投诉及纠纷产生的原因,为减少医疗投诉及纠纷的发生和提高医院管理效率提供参考。方法查阅相关档案及管理制度,并收集医院医疗投诉及纠纷发生年度、涉及科室,投诉事由、解决方式和赔偿情况等资料,对样本医院2013—2017年的287例医疗投诉及纠纷案例进行对比分析。结果样本医院在近5年间,医疗投诉及纠纷发生原因多样化,科室分化明显,多集中在外科;发生率呈逐年增加趋势,但通过协商解决的案例逐年增多,且医疗纠纷赔偿中以未赔偿为主;处理途径逐渐趋向规范化、赔偿人次比逐年降低。结论加强医患沟通,改善服务态度,强化业务学习,规范诊疗行为,培养纠纷危机意识,健全纠纷处理处罚机制是防范医疗投诉及纠纷的重要措施。

A Retrospective Study on Medical Complaints and Disputes in the Past 5 Years

Objective:Through the investigation and research on the cases of medical complaints and disputes in the past five years in a specialized hospital of Class A Grade Three in Yunnan Province,the causes of medical complaints and disputes were analyzed to provide reference for reducing the occurrence of medical complaints and disputes and improving the hospital management efficiency.Method:The authors consulted relevant archives and management system,collected data of the year when medical complaints and disputes occurred in hospitals,departments involved,causes of complaints,solutions and compensation,and made a comparative analysis of 287 cases of medical complaints and disputes in sample hospitals from 2013 to 2017.Result:In the past five years,the causes of medical complaints and disputes in the sample hospitals were diversified,with obvious division of departments,mostly concentrated in surgery.The incidence rate increased year by year,but the cases solved through negotiation increased year by year.The treatment approaches gradually become standardized and the compensation person-time ratio decreases year by year.Conclusion:Strengthening doctor-patient communication,improving service attitude,strengthening business learning,standardizing diagnosis and treatment behavior,cultivating the awareness of dispute crisis,and perfecting the mechanism of dispute handling and punishment are important measures to prevent medical complaints and disputes.