门诊投诉分析及对策研究(1)
摘要:目的 将某综合医院2017年200例门诊投诉进行汇总,根据门诊投诉现状分析门诊投诉分类及原因并提出减少投诉的途径。方法 采用回顾法对我院2017年1月1日~12月31日整年的投诉进行分析,主要包括投诉内容、投诉主体、投诉科室占比。结果 在投诉类型中,投诉占比居前3位的为服务态度57例(28.50%),门诊流程35例(17.50%),医患沟通32例(16.00%)。在人员方面,投诉量居首位的是医生124例(62.00%)。在科室方面,投诉量最多的科室为皮肤科(8.00%)、放射科(7.50%)、口腔科(6.50%)。结论 根据门诊投诉现状及原因,提出践行患者至上的价值观,建立良好的沟通渠道,定期召开门诊医务人员动员会,优化门诊服务流程。
关键词:门诊;医疗投诉;对策
中图分类号:R197.323 文献标识码:A DOI:10.3969/j.issn.1006-1959.2019.03.047
, 百拇医药
文章编号:1006-1959(2019)03-0145-03
Abstract:Objective To summarize the 200 outpatient complaints in a general hospital in 2017, analyze the classification and causes of outpatient complaints based on the status of outpatient complaints, and propose ways to reduce complaints. Methods The retrospective method was used to analyze the complaints of our hospital from January 1 to December 31, 2017, mainly including the content of complaints, the main body of complaints, and the proportion of complaints departments. Results Among the complaint types, 57 cases (28.50%) were service attitudes, 35 cases (17.50%) were outpatients, and 32 cases (16.00%) were communicated between doctors and patients. In terms of personnel, the number of complaints was the highest among 124 doctors (62.00%). In terms of departments, the departments with the most complaints were dermatology (8.00%), radiology (7.50%), and stomatology (6.50%). Conclusion According to the current situation and reasons of outpatient complaints, it puts forward the values of practicing the supremacy of patients, establishes good communication channels, and regularly convene outpatient medical staff mobilization meetings to optimize the outpatient service process.
, 百拇医药
Key words:Outpatient service;Medical complaints;Countermeasures
自2005年卫生部开展“以病人为中心”,提高医疗服务质量为主题的医院管理年活动以来,在加强和规范医院管理,建立和谐医患关系等方面取得了明显的效果[1]。但当前我国医疗服务能力和水平与人民群众的期望之间还是存在差距,我们的医疗卫生服务仍有一些不尽人意的地方。门诊是医院面对患者的第一窗口,承载巨大的病患数量,医患双方接触时间短暂,服务对象复杂,流程繁琐,这样的工作特点导致门诊投诉数量居高不下[2],门诊投诉的管理越来越引起管理者的重视。投诉是医院的一笔财富,根据投诉的具体内容能发现医院存在的诸多问题,在积极解决投诉的过程中也能梳理医院很多问题,提高医院的服务水平与服务质量,针对投诉各类问题也能提高医院管理水平,改善醫院管理与服务流程,同时对患者来说,医院对投诉的重视及跟进会提高患者满意度,构建和谐医患关系。本研究将对某综合医院的门诊投诉进行分析,探究处理对策,对于改善门诊服务,提高门诊服务质量有重要的意义。
1资料与方法
1.1一般资料 2017年1月1日~12月31日在中山大学附属第三医院门诊部有文字记录的患者投诉259例,其中有59例投诉不符合事实,予以剔除,最终纳入本次分析的投诉共有200例。记录内容包括投诉科室、投诉对象、投诉内容等。, 百拇医药(刘婷 祖晨曦 王辉 陶慧)
关键词:门诊;医疗投诉;对策
中图分类号:R197.323 文献标识码:A DOI:10.3969/j.issn.1006-1959.2019.03.047
, 百拇医药
文章编号:1006-1959(2019)03-0145-03
Abstract:Objective To summarize the 200 outpatient complaints in a general hospital in 2017, analyze the classification and causes of outpatient complaints based on the status of outpatient complaints, and propose ways to reduce complaints. Methods The retrospective method was used to analyze the complaints of our hospital from January 1 to December 31, 2017, mainly including the content of complaints, the main body of complaints, and the proportion of complaints departments. Results Among the complaint types, 57 cases (28.50%) were service attitudes, 35 cases (17.50%) were outpatients, and 32 cases (16.00%) were communicated between doctors and patients. In terms of personnel, the number of complaints was the highest among 124 doctors (62.00%). In terms of departments, the departments with the most complaints were dermatology (8.00%), radiology (7.50%), and stomatology (6.50%). Conclusion According to the current situation and reasons of outpatient complaints, it puts forward the values of practicing the supremacy of patients, establishes good communication channels, and regularly convene outpatient medical staff mobilization meetings to optimize the outpatient service process.
, 百拇医药
Key words:Outpatient service;Medical complaints;Countermeasures
自2005年卫生部开展“以病人为中心”,提高医疗服务质量为主题的医院管理年活动以来,在加强和规范医院管理,建立和谐医患关系等方面取得了明显的效果[1]。但当前我国医疗服务能力和水平与人民群众的期望之间还是存在差距,我们的医疗卫生服务仍有一些不尽人意的地方。门诊是医院面对患者的第一窗口,承载巨大的病患数量,医患双方接触时间短暂,服务对象复杂,流程繁琐,这样的工作特点导致门诊投诉数量居高不下[2],门诊投诉的管理越来越引起管理者的重视。投诉是医院的一笔财富,根据投诉的具体内容能发现医院存在的诸多问题,在积极解决投诉的过程中也能梳理医院很多问题,提高医院的服务水平与服务质量,针对投诉各类问题也能提高医院管理水平,改善醫院管理与服务流程,同时对患者来说,医院对投诉的重视及跟进会提高患者满意度,构建和谐医患关系。本研究将对某综合医院的门诊投诉进行分析,探究处理对策,对于改善门诊服务,提高门诊服务质量有重要的意义。
1资料与方法
1.1一般资料 2017年1月1日~12月31日在中山大学附属第三医院门诊部有文字记录的患者投诉259例,其中有59例投诉不符合事实,予以剔除,最终纳入本次分析的投诉共有200例。记录内容包括投诉科室、投诉对象、投诉内容等。, 百拇医药(刘婷 祖晨曦 王辉 陶慧)