患者多次投诉影响因素分析
Analysis of Influencing Factors of Multiple Patient Complaints
常娜 1牛树敏 1毛姝然 1马玲娜1
作者信息
- 1. 哈尔滨医科大学附属第二医院医德医风办公室 黑龙江哈尔滨 150086
- 折叠
摘要
通过对哈尔滨市某三甲医院 2019 年 1 月—2023 年 12 月投诉资料的回顾性分析及运用卡方检验、Logistic回归分析的统计方法,得出造成患者多次投诉的影响因素为:投诉人自述有送"红包"行为(OR=10.587)、投诉人有退费要求(OR=2.881)、投诉人在去医院管理部门前与被投诉人发生争执(OR=1.891)、投诉人对治疗有异议(OR=1.855).因此,医院应重视患者投诉原因,建立投诉预警机制,不断提升患者就医体验.
Abstract
Through a retrospective analysis of complaint data from a Grade A hospital in Harbin from January 2019 to December 2023 and the application of statistical methods such as Chi-square test and Logistic regression analysis,the factors influencing multiple patient complaints were identified as follows:the complainant admitted to giving"red envelopes"(OR=10.587),the complainant requested a refund(OR=2.881),the complainant's dispute with the respondent before going to the hospital management department(OR=1.891),and the complainant's objection to treatment(OR=1.855).Therefore,hospitals should pay attention to the reasons for patient complaints,establish a complaint early warning mechanism,and continuously improve patients'medical experience.
关键词
医院管理/患者多次投诉/影响因素Key words
hospital management/multiple patient complaints/influencing factor引用本文复制引用
基金项目
四川医事卫生法治研究中心-中国卫生法学会联合项目(2023)(YF23-Y05)
出版年
2024
NETL
NSTL
万方数据