综合医院医疗服务投诉原因分析

Analysis on complaints cause of general hospital medical service

目的对河北联合大学附属医院116例服务投诉原因进行分析,并提出防范措施。方法根据有关部门投诉记录,按投诉发生的时间、原因、科室、涉及的医务人员按不同层次进行分类、归纳。结果该院的服务投诉呈上升趋势;其中医方因素占91.38%,患方因素占6.03%,其他因素占2.59%;窗口单位投诉所占比例高;不同层次医务人员以学历低、职称低、工龄短的医务人员被投诉的比例高。结论医院的服务投诉原因是多方面的,管理者应采取针对性措施降低投诉率。

[ Objective ] To analyze the reason of 116 cases of service complaints in Affiliated hospital of Hebei united University, and put forward preventive measures. [ Methods ] Based on the records of relevant departments, the complaints were classified on occurring time, reason, departments, involving medical staff at different levels. [ Results ] The hospital service complaints in- creased, including 91.38% of medical factors, 6.03% of patient factors, 2.59% of other factors. The window unit had high rate of complaints. The medical staff, with less education, low- titles and the short length of service, had a high proportion of com- plaint. [ Conclusion ] There are many reasons for hospital service complaint, managers should take targeted measures to reduce the rate of complaints.