门诊投诉原因分析与处理策略

Causes and measures on outpatient complaint

目的:分析门诊投诉的原因和分布特征,提高门诊服务质量。方法:2006年1月～2008年6月门诊病人文字记录的投诉共计392份。对数据进行统计处理并回顾性分析。结果:392例投诉中,服务态度投诉所占比例最高;其次是工作马虎、不认真;对医疗行业的不理解;医院内部流程或协调缺陷的投诉,经过优化就诊流程,投诉明显下降。结论:医院应转变服务观念、增强服务意识、改善服务态度,提供优质服务。同时应加强门诊管理,优化医院内部流程;门诊医疗投诉应引起医院管理部门的重视,积极妥善处理。

Objectives： To analysis causes and its distribution characters of outpatient complaint. Methods： 392 patient complaint records from Jan. 2006 to June, 2008 were collected. Retrospection analysis was used. Results： in 392 cases, service attitude made the highest rate for complaint. Careless, misunderstanding of medical service, mismatching of medical process and coordination were the other important causes lead to complaint. Complaint significant reduced ＇after optimizing service process. Conclusions： service ideas need to be transferred, service awareness he strengthened, service attitude be promoted and good quality service be provided to improve outpatient service. At the same time, outpatient management and service process be optimized. Outpatient complaint should be highlighted and solved positively.