某三级医院2020年—2022年医疗投诉状况调查分析
Survey on patient complaints in a tertiary hospital from 2020 to 2022
潘华 1殷雪 1高卫平 1王小亚 1王佩佩 1郭彪 1龙茜 2石子艳1
作者信息
- 1. 431899 湖北京山市,京山市人民医院
- 2. 华中科技大学同济医学院附属协和医院
- 折叠
摘要
目的 通过调查分析某三级医院医疗投诉案例中其医疗投诉事件的起因及诉求,为改善医疗服务水平和减少医疗投诉的发生提供建议.方法 采用回顾性分析法,对该医院2020年—2022年间受理的315件医疗投诉案例进行整理及分析.结果 医疗投诉率呈逐年下降趋势,投诉的主要来源是12345便民热线和医务科投诉办的受理;服务态度、医疗质量、医患沟通、医疗流程是医疗投诉的主要内容;投诉对象中,投诉科室以临床科室居多,被投诉人员以医师为主.结论 以投诉管理为抓手,改善服务态度,加强医患沟通,规范诊疗行为,增强医院综合服务能力,进而提升医疗质量,改善患者就医体验.
Abstract
Objective To analyze the causes of patient complaints or appeals in a tertiary hospital,so as to improve medical services and prevent future complaints.Methods A total of 315 patient complaints were received by the hospital between 2020 and 2022.The causes and distribution of these complaints were retrospectively analyzed.Results The rate of patient complaints showed a decreasing trend during this period,and the main sources of complaints being the 12345 hotline and the Department of Medical Affairs.Service attitude,medical quality,doctor-patient communication,and medical processes were the main causes of patient complaints.The surgical departments were among the top departments complained,and the doctors were the most complained subjects.Conclusions Based on patient complaints received,efforts should be made to improve service attitude,strengthen doctor-patient communication,standardize diagnostic and treatment behaviors,and enhance the hospital's comprehensive services thus improving quality of medical care and patient experience.
关键词
医疗投诉/医患关系/回顾性分析Key words
Patient complaints/Doctor-patient relationship/Retrospective analysis引用本文复制引用
出版年
2024
NETL
NSTL
万方数据