门诊患者医疗投诉原因分析及对策

Outpatient Medical Complaints Cause Analysis and Countermeasures

目的：分析门诊患者医疗投诉的原因及探索投诉相关的对策。方法：对我院2007年1月～2007年12月在我院门诊客服部99份门诊患者投诉的内容,采用自制表格的形式进行统计,对数据进行归纳整理,进行投诉原因分析。结果：99份投诉记录中,投诉服务态度的最多47例占全部投诉的47.5%,其中以态度生硬和回答问题不耐心最多占82%。结论：通过对产生投诉的原因分析,探索解决门诊医疗投诉对策的有效措施,使门诊医疗投诉得到有效的控制。

Objective： To analyze the reasons for outpatient medical complaints and complaints relating to explore solutions. Methods： From January 2007 - December 2007 in our hospital outpatient Customer Service Department 99 outpatient substance of the complaint, using home--made form of statistics, collate and analyze data, conduct analysis of complaints. Record： The results of 99 complaints, the complaints service attitude of the total 47 eases of a maximum of 47.5 percent of complaints, of which the blunt manner and patience to answer most questions do not account for 82%. Conclusion： Of the causes of complaints arising from analysis, explore solutions to out--patient medical complaints countermeasures effective measures, so that out--patient medical complaints are effectively controlled.