门诊老年患者的投诉原因分析与对策

Analysis on the causes and coping strategies of complaints among elderly outpatients

目的通过对门诊老年患者投诉情况及原因分析,制订对策,提高老年患者就诊满意度。方法对2007年至2008年共1100例门诊老年患者投诉进行回顾性分析。结果老年患者的投诉涉及服务态度、医疗护理质量、就诊流程、医院规章制度、现行政策等多个方面,分别占到总投诉量的47.45%、19.18%、15.09%、4.82%和8.27%。结论随着社会进入老龄化,门诊医疗服务更应多方面、多角度、有意识地关注老年患者,开展适合这类特殊人群的细节服务,提高老年患者的就诊满意率。

Objective To analyze the causes of complaints among elderly outpatients and put forward coping strategies to increase patient satisfaction. Method A total of 1100 complaint cases among elderly patients in an outpatient department from 2007 to 2008 were retrospectively analyzed. Result Most of complaints focused on service attitudes （47.45%） , health care quality （ 19, 18 % ） , treatment an＇angenment （ 15.09% ） , hospital regulations （4.82%） and poli- cies（8.27% ）. Conclusion Medical set＇vices in outpatient departments should pay more attention to elderly patients, and provide muhiple,meticulous and suitable medical services for them,which might improve their degree of satisfaction.