上海市某一级医疗机构医疗投诉情况分析及处置心得

A-level Medical Institutions in Shanghai Experience in Analysis and Disposal of Medical Complaints

目的对上海市新泾镇社区卫生服务中心2011年医疗投诉情况进行分析,通过改进,不断提升服务质量,通过合适的处置,进一步改善医患关系,使社区全科医生真正成为社区居民健康的"守门人"。方法通过对中心2011年1—12月患者反映情况登记本和收到上级卫生行政部门反馈的信函和电函记录本进行统计分析。结果 2011年医疗投诉占所有反映情况的65.38%,投诉途径多采取首先至中心进行反映,投诉形式多采用面对面反映情况,2012年通过原因分析发现,医疗投诉最多集中在药物相关问题上,也为进一步解决药物相关问题提出要求和挑战,通过调整药物配备等措施,97.00%投诉事件处理结果为患者理解或满意。结论通过医疗投诉原因分析,进一步明确存在的问题,通过各种整改方式不断提升服务质量,使医患关系达到和谐与稳定。

OBJECTIVE Shanghai Xinjing Town Community Health Center 2011 medical complaints, and improve the quality of service through improved through proper disposal, and further improve the doctor-patient relationship, the community truly become a general practitioner community residentshealth ＂ Watchmen＂. METHOD This feedback and receive a higher level health administrative departments registered patients reflect the situation through the center from January 2011 to December letter and telegram from the record books for statistical analysis. RESULT 2011 accounted for 65.38% of all reflect the situation of medical complaints, complaints channels are taken first to the center to reflect the the complaints form of the use of face-to-face reflects 2012 analysis by reason most medical complaints focused on drug-related issues, to further address the drugrequest and challenges related issues, with other measures, 97% of complaints handling results by adjusting the drug for patients to understand or satisfaction. DISCUSSION And tips By reason of medical complaints, to further clarify the problems through various rectification constantly improve service quality, achieve harmony and stability of the doctor-patient relationship.