社区卫生服务中心门诊投诉原因分析及预防处理对策

Analysis of the out-patients’ complaints of the community health service center and making the preventive counter-measures

目的:分析我社区卫生服务中心门诊患者及家属投诉的主要原因,提出预防处理措施从而减少医疗投诉、避免医疗纠纷的发生,构建和谐医患关系。方法:对我中心2006-2012年度院部收到的患者投诉57起进行归纳分析。结果:导致投诉的主要原因集中在服务态度不佳的占56.1%、医患沟通不足的占29.8%、技术水平欠缺的占10.5%、其他的占3.5%。其中涉及科室依次为内科、外科、中医科、五官科、口腔科、妇产科,预防保健科等部门。结论:加强中心职工服务意识、提高服务水平、加强医患沟通、保证投诉渠道的畅通、完善医院投诉制度、提高投诉接待人员的事故沟通处理能力、重视投诉处理后的反思及患者反馈,对于减少医疗投诉,树立中心的良好形象具有重要意义。

Objective： To analyze the main causes of the medical complaints from the out-patients and their families for our community health service center and to put forward the preventive measures to reduce the medical complaints and avoid the occurrence of medical disputes so that the harmful relationship between the doctors and sufferers will be constructed. Method： 57 patients＇ complaints from 2006-2012were collected in health service centers and analyzed. Result： The main causes of the complaints focussed on the medical service attitude which accounted for 56.1%, the insufficient communication between the doctors and the patients which accounted for 29.8%, the technical level lack which accounted for 10.5% and the others which accounted for 3.5%. The complaints covered the departments being internal medicine, surgery, traditional Chinese medicine, ENT, dentistry, obstetrics and gynecology, prevention and health care and others. Conclusion： It is important to reduce the medical complaints and establish a good image to strengthen the health personnel service awareness, to improve their service skill, to strengthen the communication between the doctors and the patients, to ensure the complaints channel unblocked, to improve the health service centre＇s medical complaints system, to enhance the capacity to deal with the accidents and to pay attention to the patients＇ feed back after treatment.