医院门诊医患关系调查分析及改进措施

Analysis and Improvement on Outpatient Doctor-patient Relationship

目的:分析甘肃省中医院门诊患者提出的意见种类成因和建议,为门诊医疗质量管理改善提供依据,以进一步提高门诊服务水平和患者满意度。方法:调查分析2009年1～12月门诊部接待的214人的投诉资料。结果:患者对医务人员服务态度的意见最多,占65.74%,对医护人员工作态度造成的意见占21.30%,其他意见占12.01%。结论:医院要转变服务观念和意识,改善服务态度和就医环境,提供人性化服务,加强医护人员法律法规的学习和职业道德教育,以减少医疗投诉的发生。

Objective：To analyze type of comments and recommendations of the causes by patients in our hospital out-patient,which would be the out-patient basis for medical quality management,and improve patient services and patient satisfaction.Methods：To survey data of 214 cases of complaints of patients in our hospital out-patient department from January to December in 2009.Results：The attitude of medical staff were the views of most,accounting for 65.74%,resulting attitude of the views of health care accounted for 21.3%.Conclusion：To change hospital services and awareness,improve the service attitude and medical environment,providing human services,enhance health care laws and regulations learning and professional ethics education in order to reduce the incidence of medical complaints.