920例门诊诉原因分析.doc

920例门诊投诉原因分析 李葆华① 雷祎① 高玥① 摘 要 目的 分析门诊投诉的原因和分布特征，提高医院服务质量。方法 收集整理2011年2月-2013年4月我院门诊完整文字记录的患者投诉，剔除不合理投诉后，最终共计920例。对数据进行统计处理并回顾性分析。结果 920例投诉中，临床科室被投诉比例最高；在人员方面，针对医生的投诉最多；投诉原因方面，服务态度欠佳占第一位，其次是工作不认真而造成工作差错，真正涉及医疗技术问题的投诉较少。结论：医院对于门诊投诉应高度重视，增强工作人员服务意识及责任心教育，改善服务态度、减少工作差错，加强门诊监督管理，优化就医流程，创造和谐就医环境。 关键词 门诊投诉 原因分析 中图分类号R197.3 文献标识码 B 文章编号1001-5329（2013） Analysis on causes of 920 outpatient complaints Hospital at Grade 3 in Beijing/LEI Yi,GAO Yue,LI Bao-hua. Abstract Purpose: To analysis causes and its distribution characters of outpatient complaint, to improve quality of service in hospital. Method: The authors collected complete records of outpatient complaints from February 2007 to April 2008, deleted unreasonable complaints, 920 cases was left. Retrospection analysis and statistical calculation was used. Results: In 920 cases, the complaints of clinical departments made the highest proportion and doctor had the higher rate of complaints. In aspect of causes, the complaints of poor service attitude was in the first place, careless leading to work errors was the second important cause of complaint. Few complaints were about medical technology. Conclusions: The hospital should attach great importance to the outpatient complaints, strengthen the service consciousness and the sense of responsibility on staff, improve the service attitude and reduce the work errors. At the same time, hospital should strengthen outpatient management, optimize service process, and create a harmonious medical environment. Key words Outpatient complaint, Analysis of causes First-authors address Peking University 3rd Hospital, Beijing,100191,China 随着医疗服务向市场化、规范化发展，患者的维权意识、自我保护意识不断增强，另外，由于各种因素造成病人对医生的信任度下降，医患关系紧张，各医院医疗投诉和医疗纠纷的发生呈上升趋势[1-2]。门诊是医院面向社会的重要窗口，是接触患者的第一站，因其服务对象复杂、病种繁多、人员集中、医疗手续繁杂等特点，使门诊成为容易发生医患纠纷、引起患者不满的主要部门。门诊投诉是指患者及家属在医院的门诊部接受诊疗及相关服务的过程中，对医院或医院工作人员产生不满，而到有关部门反映问题的一种行为。总结分析投诉的种类和原因，从而有针对性地提出整改措施，对于提高门诊服务质量、改善服务流程、提升医院形象，最终实现和谐的医患关系具有重要的意义[3-4]。 资料来源和方法 1.1资料来源 2011年2月-2013