Analysis and Measures for Medical Complaints Based on the Transfer of the"12345"Hotline
Objective To summarize the situation of complaints transferred by"12345"hotline,analyze the causes,and propose measures to deal with them.Methods From January 2020 to December 2022,a total of 763 complaints transferred to Qidong Hospital of Traditional Chinese Medicine by"12345"hotline were collected.The types of complaints were analyzed,and the distribution of departments where complaints occurred was summarized.At the same time,relevant causes of complaints were summarized,and measures were put forward.Results Among the 763 complaints,380 were related to epidemic prevention and control,accounting for 49.80%.The others involved hospital diagnosis and treatment services,medical procedures,medical fees,etc.The departments involved in complaints include:outpatient medical technology department,ward,general affairs,pharmacy,fee collection,etc.The analysis showed that epidemic prevention and control was the main cause of complaints in the three years,followed by poor communication between doctors and patients,medical quality problems,service attitude problems and unreasonable charges.Put forward the corresponding countermeasures according to the reasons.Conclusion The"12345"hotline can help hospitals to understand complaint information to a certain extent,broaden the channel for complaints,improve the service mechanism and improve the service quality,so as to establish a harmonious and harmonious doctor-patient relationship.
"12345"hotlinetransfermedical complaintsmeasureshospital infection prevention and controlservice attitude
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