上海某社区医疗投诉原因分析及预防对策

目的通过对医患双方引发的医疗纠纷进行回顾性分析，为社区提供可行性建议，预防和控制社区医疗纠纷的发生。方法对某社区卫生服务机构2009年7月-2012年6月接待的医疗投诉32起的发生原因和处理情况做回顾分析。结果3年来未发生一起医疗事故，但医疗纠纷发生频率呈逐年上升趋势。以操作性或创伤性较多的科室发生率高，前三位依次为药房、妇产科和口腔科，占59．38％；其中26起投诉通过耐心解释、疏导后化解矛盾，6起经协商予以一定经济补偿解决。社区医疗投诉的原因：患方主要是因为对自身健康要求增强、自我保护意识增强、医疗知识和卫生政策匮乏；医方主要是因为服务态度差、责任性不强引起差错。结论某社区卫生服务机构可以采用加强医患沟通、增强医护人员的法律意识、加强医护人员的业务水平及加大相关政策与法律宣传的措施预防和控制医疗纠纷的发生。

Analysis and preventive measures of medical complaints in Shanghai community

bstract OBJECTIVE Medical disputes between doctors and patients were retrospectively analyzed for the community to provide feasible suggestions, prevention and control community medical disputes. METHODS A community health service institutions prom July of 2009toJune of 2012 in June received 32 complaints, the causes of medical complaints were retrospectively analyzed. RESULTS Did not occur with medical malpractice in 3 years, but the number of medical disputes was increasing. In operational or traumatic departments, the incidence of medical complaints often occurs, followed by the top 3 sections：pharmacy, obstetrics and gynecology and dentistry, which accounting for 59.38%. Through patiently explaining 26 complaints were resolved. After grooming resolve conflicts, 6 cases were negotiated by certain economic compensation solutions. Community health complaints main reasons： from patients＇ side, there were their own health requirements for the enhancement of self-protection awareness, lack of medical knowledge and health policy; from medical side, there was mainly due to poor service attitude, the responsibility is not strong cause errors. CONCLUSION A community health service institutions should enhance communication with patient, and enhance the legal awareness of health care workers, to strengthen the operational level of health care workers, of service to increase in medical malpractice precautions.