医疗保险病人办理住院登记投诉因素构成分析

Factors of complaints from medically-insured patients at registration

笔者根据2003年1月-2005年1月住院登记处《病人意见本》上投诉登记统计表,对医疗保险病人投诉因素构成进行顺位比较和分类。投诉因素主要有操作技术,服务态度,病人误解,病人苛求。对投诉因素进行原因分析和采取相应措施:提高办理住院登记速度,减少医疗保险病人周转环节,熟悉医疗保险政策及使用范畴,维护社保中心、医院、病人之间的良好关系。减少医疗保险病人的投诉因素,有利于医院更好地开展医疗保险服务工作。

The authors categorized and analyzed in the paper the factors of complaints from medically-insured patients at registration according to “Complaints Notebook” at the registration office. They concluded that the factors of complaints mainly included operation technique, service attitude, misunderstanding of patients and excessive demands of patients. Through analyzing the factors, they have taken such measures as speeding up the registration, simplifying the procedures, familiarizing insurance policy and mediating the relations between social insurance centers, hospitals and patients so as to decrease the factors of complaints from medically-insured patients, which is beneficial for hospitals to carry out medical insurance service.