武汉市某医院门诊投诉原因分析

Analysis on Cause of Out- patient's Complaints in a Hospital,Wuhan

目的:分析武汉市某医院门诊投诉的原因,为提高医院门诊管理质量提供依据。方法:收集2012年1月—2013年12月文字记录的门诊病人或家属投诉,共计180例;提取投诉方式、投诉原因、投诉对象和和投诉部门等信息,对数据进行统计处理和回顾性分析。结果:180例投诉中,被投诉最多的部门是临床科室,被投诉最多的对象是医生;投诉原因方面,服务态度投诉所占比例最高,其次是工作责任心不强,因医疗技术引起的投诉较少。结论:门诊投诉的常见原因在于服务态度较差,医院应该增强医务人员的服务意识,加强医患沟通,提供优质服务,提高病人满意度,减少医疗纠纷的发生。

Objective ： To analysis causes and its distribution characters of outpatient complaint in a hospital,Wuhan. So as to provider basis for improving and perfecting the hospital outpatient service management, nethods：180 patient complaint records from January 2012 to December 2013 were collected. Data was extracted from this collections in terms of information such as complaint＇s cause, complaint＇s method, complaint＇ s objective and complaint＇s department, which was statistically and retrospectively analyzed. Results： Of 180 cases of complaints, the most frequent complaint departments was clinical departments, the most complaint objects was doctors ; Complaints reasons, causes of complaints was mainly service attitude which represents a significant share, followed by shortage of work sense of responsibility. Little complaints caused by medical technology. Conclusion： Service awareness should be strengthened, good quality service be provided to improve outpatient service in this hospital. At the same time,outpatient management and service process be optimized to reduce outpatient complaint and to raise satisfactory degree of patients.