北京市院外急救投诉原因分析及对策

Analysis and measures of complaint on Beijing pre-hospital emergency service

目的本研究通过对院外急救患者及家属的回访，找出对院外急救投诉的原因，从而为改善院外急救服务质量，减少投诉与纠纷提供有益借鉴。方法采用电话回访的方式，随机抽取2008年1月-2011年7月北京急救中心受理的患者或家属，调查其对院外急救工作的反馈。结果电话回访总计58214例，投诉299例（0．5％），主要原因为医务人员服务态度（29％）、转送患者不满意（16．3％）、急救车到达现场时间过长（13．7％），医护人员不抬患者、急救司机路线不熟、静脉穿刺技术、收费不合理等。其中对服务态度不满的主要原因为沟通不到位、工作倦怠和态度生硬。结论针对患者投诉的主要原因，寻找有针对性可行的解决方法，切实改善服务态度，提高服务质量、规范院外急救医疗行为、加强网络建设和建立健全急救法规，防范和减少院外急救的投诉。

Objective This survey is mainly to find the complain factor by reviewing the patient who have received the pre-hospital medical service, so as to improve the service quality and reduce ,the complaints Methods The patient from 2008.1-2011.7 that received medical service in Beijing Emergency Center were analyzed. Results 299 cases of 58214 totally reviewing calls are complaint （0.5%）,the main complaint is about the service attitude （29%）,dissatisfaction during transportation（16.3%）,the time prolonged interval of arrival on scene（13.7%） ,also the complain that the medical stuff do not help carrying patients, ambulance drivers don＇t know the ways, failure on intravenous injection, overcharging on ambulance expense and so on. Conclusion According to the main factor of complaint during the pre-hospital medical service, we should improve our service standardize the medical behavior, promote the pre-hospital frameworks＇ building and the foundation of pre-hospital regulations and laws.