Objective To identify issues in hospital communication,service attitude,medical services,and medical quality,and to explore strategies for enhancing hospital medical quality and safety.Methods By collecting and organizing medical appeal data processed by the Medical Communication Department of a tertiary hospital from January to June 2024,including patient complaints,inquiries,suggestions,and requests for help.A combined qualitative and quantitative analysis was conducted on 134 medical appeal cases.Detailed classification and statistics were performed on these cases,and an in-depth analysis of the reasons for complaints was carried out.Furthermore,the actual number of responsible complaints was compared with the total number of treated patients to calculate the complaint rate per thousand people.This complaint rate was then compared with the same period in 2023.Results A total of 134 medical appeals were processed,including 116 complaints(accounting for 86.56%),11 requests for help(8.21%),5 inquiries(3.73%),and 2 suggestions(1.5%).Among the complaints,issues related to poor communication between doctors and patients and service attitude accounted for 42%,medical service issues accounted for 32%,and medical quality issues accounted for 26%.The actual number of responsible complaints was 63,and the complaint rate per thousand people was approximately 0.12‰.Through in-depth analysis of the appeal data,weak links and improvement points in the medical service process were identified.Conclusions Based on the analysis results and comparisons with the same period,corresponding countermeasures and suggestions are proposed,including strengthening communication training between doctors and patients,improving service attitude,optimizing medical service processes,and paying special attention to and improving departments with high complaint rates,in order to improve patient satisfaction and overall hospital medical quality.
关键词
医疗诉求/医患沟通/医疗服务/医疗质量/对策
Key words
medical demands/physician-patient communication/medical service/medical quality/countermeasures
维普
万方数据