门急诊患者医疗投诉原因分析与防范

目的探讨门急诊患者医疗投诉的防范措施,减少门急诊的医疗投诉。方法分析2004、2005年南京医科大学附属医院门急诊患者医疗投诉的方式、内容、被投诉对象及原因和处理效果,并进行比较。结果在门急诊,投诉方式主要为直接投诉和电话投诉;被投诉对象主要为门急诊医生和非医疗人员;投诉内容主要为服务态度差、责任心不强、医疗收费不合理、诊疗环节不合理;被投诉环节主要集中在候诊、诊疗、辅助检查。通过采取相应的防范措施,2005年门急诊投诉的内容和投诉的环节与2004年相比,差异有显著性意义(P<0.05),门急诊投诉的发生率也由0.82次/万降至0.57次/万。结论采取积极有效的防范措施,可以有效降低各种原因导致的门急诊患者医疗投诉。

Analysis and Prevention of Patient's Complaints in Out-patient and Emergency Department

Objective To study the reasons and prevention measures of the patient's complaints in out-patient and emergency Department so as to reduce the medical complaints.Methods To analyze the ways,contents,the complained subjects and the reasons of the patient's complaints,and the results of resolve in the Out-patient and Emergency Departments of No.1 Affiliated Hospital,Nanjing Medical University from 2004 to 2005.Results In out-patient and emergency department,the major ways of complaints were oral and by telephone;the complained subjects were doctors or non-medical staff,the major contents of complaints included the bad service attitudes,poor responsibility,or illogicalities of the medical charges and flow-sheet of the diagnosing and treating;the most links of complaints were about the waiting to see a doctor,the diagnosis and treatment,and auxiliary examination.Through taking some relative preventing measures,there was a significant difference in the contents and the links of complaints between in 2004 and 2005,the rate of the patient's complaints in out-patient and emergency department was reduced from 0.82 times per ten thousand to 0.57 times per ten thousand(P<0.05).Conclusion The patient's complaints in out-patient and emergency department caused by various causes can be reduced by taking the active effective measures of prevention.