烟台市某三甲医院2018—2020年医疗服务质量分析

Analysis of Medical Service Quality in a Tertiary Hospital in Yantai from 2018 to 2020

目的通过收集烟台市某三甲医院连续3年的患者投诉信息,分析投诉高发科室和投诉原因,为医院处理好患者投诉及提高患者就医满意度提出对策建议。方法将2018年1月—2020年12月接收的投诉资料进行整理和筛选,提取被投诉科室、原因等信息,通过Excel软件利用构成比和百分比进行描述性分析。结果共有投诉812项,2019年最多,为307项(37.81%);针对临床科室的投诉最多,为504项(62.07%);行政后勤科室被投诉年份分布差异有统计学意义(P<0.001)。针对被投诉原因可以分为医方和患者两大方面,患方事由共计258例(31.77%),医方事由共计554例(68.23%)。由于患者原因产生的投诉包括患者期望值过高、医学常识少、自身素质差以及其他原因,其次是因为医方在医疗行为、医患沟通、服务态度、医院制度、医院收费、医院硬件设施、医院管理和医疗质量中产生的投诉。结论医院要加强质量管理,提高工作能力;医务人员应提升与患者的沟通水平,改善服务态度;加强患者医疗常识教育,引导患者正确就医。

Objective To analyze the high-incidence departments and the reasons for complaints by collecting the complaint information of patients in a tertiary hospital in Yantai for three consecutive years,to provide countermeasures and suggestions for the hospital to handle patient complaints well and improve patient satisfaction with medical treatment.Methods Sorted and screened the complaint data received from January 2018 to December 2020,extracted the complaint department,reason and other information,and used the composition ratio and percentage for descriptive analysis through Excel software.Results There were a total of 812 complaints,and the most in 2019 was 307(37.81%).The number of complaints against clinical departments was 504(62.07%).There was a statistically significant difference in the distribution of the years in which the administrative logistics department was complained(P<0.001).There were 258 cases(31.77%)of the reasons for the patients and 554 cases(68.23%)of the reasons for the doctors.Complaints arising from patient reasons included high patient expectations,lack of medical knowledge,poor self-quality,and other reasons,followed by complaints from doctors on medical behavior,doctor-patient communication,service attitude,hospital system,hospital charges,hospital hardware facilities,hospital management and medical quality.Conclusion Hospitals should strengthen quality management and improve work ability.Medical staff should improve the level of communication with patients and improve service attitude.Strengthen the education of patients'medical knowledge and guide patients to seek medical treatment correctly.