67例急诊患者投诉的原因及对策

Reasons and countermeasures for complaints of emergency patients in 67 cases

目的:分析急诊患者投诉原因,提出对策,为构建和谐的医疗环境出一份力。方法:对某大型综合医院急诊科发生的67起投诉进行原因分析,提出相关对策。结果:67起投诉中,因候诊时间过长等管理安排方面的投诉最多,其次是服务态度、医疗质量方面的投诉。结论:急诊投诉必须引起医院的高度重视。在加大医疗资源投入的同时,要改善就诊流程,优化分诊制度,加强在服务意识方面的培训,加强专业技术训练,改善就医环境。才能从根本上提升患者对医疗服务的满意度。

Objective To analyze the causes of complaint of emergency patients, put forward the countermeasures, in order to build a harmonious meclleal environment. Method We analyzed the causes of complaint of emergency patients of emergency department of a large general hospital,and put forward the countermeasures. Results In 67 complaints, most people complained management arrangements, they said the waiting time was too long! the second was the complaints of the bad service attitude, then the complaints of the bad medical quali- ty. Conelusion In order to improve the satisfaetlon of patients, we must put in more medical resources, speed up the treatment process, opti- mize triage system, strengthen the service awareness training and the professional training, clean the environment of hospital.