| 门诊采血患者投诉原因分析及对策 |
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| 引用本文： | 吴志琴,付艳.门诊采血患者投诉原因分析及对策[J].中国护理管理,2012(8):78-79. |
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| 作者姓名： | 吴志琴 付艳 |
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| 作者单位： | 新疆医科大学第一附属医院门诊部外科 |
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| 摘 要： | 目的:通过分析门诊采血患者投诉原因,提高门诊采血室护理服务质量,进而提高患者满意度。方法:回顾性分析自2005年1月至2011年1月共6年间的门诊采血患者投诉情况,分析投诉原因并提出防范对策。结果:6年间共发生174例患者投诉事件,投诉原因主要涉及未能及时领取化验单、服务态度、就诊流程等方面。结论:通过良好的沟通,认真的处理,可有效降低患者投诉率,提高患者满意度,改进采血室工作流程,使护患双方得到共赢。
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| 关 键 词： | 门诊 采血室 患者投诉 |
Complaint reason analysis and countermeasures of blood sampling patients in outpatient department |
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| WU Zhi-qin, FU Yan.Complaint reason analysis and countermeasures of blood sampling patients in outpatient department[J].Journal of Chinese Nursing Management,2012(8):78-79. |
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| Authors: | WU Zhi-qin FU Yan |
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| Institution: | Outpatient Surgery Department, The FirstAffiliated Hospital, Xinjiang Medical University, Wulumuqi, 830054 China |
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| Abstract: | Objectives: To analyze complaint reasons of blood sampling patients andto improve patients satisfaction and nursing service quality in blood sampling room ofoutpatient department. Methods: We analyzed patients’ complaint reason according to therelevant data from January 2005 to January 2011 and proposed protective countermeasures.Results: There were 174 complaints and the main complaint reason were not receivinglaboratory sheet in time, bad service attitude, complicated diagnostic steps and so on.Conclusion: Good communication and earnest nurse service could decrease complaint rate,increase patient’s satisfaction, improve working flow in blood sampling room, and achievewin-win outcome. |
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| Keywords: | outpatient department blood sampling room patients’ complaint |
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