老年病房实施住院费用“一日清单”存在问题分析及对策

目的探讨老年病房实施住院费用"一日清单"过程中存在的问题,并分析原因,提出对策。方法调查分析老年病房47例患者对住院费用"一日清单"的不满及反馈、投诉情况,了解老年病房实施住院费用"一日清单"存在问题。结果医患沟通解释不足21例(44.7%),医护人员缺乏培训导致收费错误13例(27.7%),"一日清单"设计缺陷7例(14.9%),患者自身原因6例(12.8%)。结论加强对医护人员职业道德教育和医患沟通,做好人员收费工作培训,改进工作流程,科学合理设计"一日清单"的格式与内容,完善"一日清单"管理制度,可有效维护患者利益,减少护患纠纷发生。

Objective To investigate the problems in ＇the daily expense list＇ implemented in the geriatric ward.Method A retrospective investigation was done about the complains about ＇the daily expense list＇ and the feedback among 47 old patients to understand the problems in the operation of ＇the daily expense list＇.Result The problems included lack of nurse-patient communication（44.7%）,lack of training to the health care workers（27.7%）,flaws in the contents of ＇the daily expense list＇（14.9%） and the problems in themselves（12.8%）.Conclusion Such measures as strengthening the education on professional ethics and doctor-patient communication to the medical personnel,completing personnel training,improving working process,scientific and reasonable design on the list of format and contents and perfection of ＇the daily expense list＇ system,are effective for protection of patients＇ benefits and reduction of nurse-patient disputes.