2012～2013年我院门诊药房医疗投诉情况分析及对策

Situation analysis of of medical complaints in outpatient dispensary from 2012 to 2013 and countermeasures

目的分析门诊药房的医疗投诉事件,明确其产生的原因,并提出相关的应对措施。方法回顾性分析本院2012年1月～2013年1月门诊药房的医疗投诉事件。结果门诊药房发生投诉事件共计256例:药师及护士是被投诉的主要对象,分别占被投诉频次的27.74%、25.95%;与门诊药房相关的投诉事件共计122例,服务态度欠佳、取药等待时间长及无药事服务是投诉的主要原因,分别占投诉事件的21.61%、20.57%、17.97%。结论提高服务质量,有针对性地制订有效措施解决医疗投诉事件存在的主要问题,可以大幅度地降低投诉事件的发生率,以期建立和谐的医患关系。

Objective To analyze medical complaints in outpatient dispensary to make clear the reson and to propose the relevant countermeasures. Methods The medical complaints in outpatient dispensary were analyzed retrospectively in our hospital from January 2012 to January 2013. Results Outpatient dispensary had a total of 256 pieces of com- plaints,pharmacists and nurses were the main objects of complaint,it accounted for 27.74% and 25.95% of the fre- quency of complaints respectively;there were 122 complaints of outpatient pharmacy related,poor service attitude,wait- ing for so long time to take medicine and no pharmacy service were the main reasons of complaints,it accounted for 21.61%,20.57% and 17.97% of complaints. Conclusion Improving the quality of service and conducting pertinently the effective measures to slove the main problems of medical complaints and it can reduce greatly the occurrence rate of complaints to establish a harmonious relationship between doctors and patients.