某专科医院医疗投诉原因分析

An analysis of medical complaints in a specialist hopital

目的：分析医疗纠纷发生的原因，寻求预防及减少其发生的对策。方法：采用整群抽样的方法，对乌鲁木齐市某二级甲等专科医院2003年1月1日～2005年12月31日发生的213件医疗投诉资料进行回顾性分析。结果：213件医疗投诉中医源性投诉151件（70．89％）。非医源性投诉62件（28．77％）且有逐年上升趋势。151件医源性医疗投诉中儿童投诉90件（59．60％），钊对医务人员的投诉占68．87％（104／151），其中以医生的责任心不强、技术水平低、服务水平差的投诉占60．58%（63／104）。不同科室医疗投诉发生率小儿内科最低，ICU和手术科室最高。结论：ICU、手术科室及门诊部是医疗投诉最多的部门。预防和减少医源性医疗投诉的最主要措施是提高医务人员的责仟心和技术水平。

Objective： To analyse the causes of medical disputes, seek to prevent and reduce the occurrence of countermeasures. Methods： Using the cluster sampling method, data of 213 medical complaints were analyzed netrospectively in a first clase second grade hospital in Urumqi from January 1, 2003 to December 31, 2005. Results. In 213 medical complaints, there were 151 complaints of iatrogenic （70. 89 percent）, non-iatrogenic complaints 62（28.77%）, a rising trend year by year. In 151 iatrogenic medical complaints, 90 complaints of children （59.60 percent）, and is targeted mainly medical staff accounted for 68.87 percent of the complaints （104/151）, in which doctors to the sense of responsibility is not strong, low level of technology, and poor service level, accounting for 60.58% （63/104）. Different sections of medical complaints in the lowest rate of children with medical, ICU and surgical departments the most. Conclusions：ICU, surgical departments and clinics is the major sector of medical complaints. Prevention and reduction of iatrogenic medical complaints of the most important measures is to improve the responsibility of medical staff and technical levels.