基于医疗投诉的患者安全管理问题研究

Medical Complaints Based Patients Safety Management

目的通过对患儿安全的投诉渠道、对象和诉求进行描述分析,完善投诉管理,并提出预防对策。方法采用回顾性研究法对183件涉及患者安全的医疗投诉事件的投诉渠道、投诉对象、诉求内容进行描述性分析。结果投诉途径主要为院内投诉,占95.63%,其中客服部投诉(138,75.41%)、医院行政值班投诉(37,20.22%);外部投诉仅占4.37%,其中北京市卫生局信访办投诉(6,3.28%)、12320电话投诉(2,1.09%)等。投诉对象以医生、医技人员、护理人员等为主。投诉内容主要有用药安全、诊疗安全、手术安全、护理安全、检查和检验、医疗器械安全等。结论通过分析医疗投诉事件,对解决患儿安全隐患有一定的作用,有利于完善安全管理制度,提高患者满意度。

Objective To find the patients security problems in different stages of the medical service and put forward effec- tive countermeasures by the analysis of medical complaints. Method To retrospectively analyze 183 medical complaint cases which related to patients safety, including complain means, complaint objects, complaint content. Result Children and their par- ents complaints mainly were inside of hospital accounting for 95.63% , which included customer service （ 138, 75.41% ） , hospi- tal administrative duty （ 37, 20.22% ）. A few were from the outside of hospital, which included complaints from Beijing munici- pal health bureau petition offices （6, 3.28% ） , complaints hotline 12320 （2, 1.09% ） , etc. The doctor , technician, nursing staff were the major complaint objects. Contents of the complaints included medication safety , diagnosis and treatment safety, op- eration safety , nursing safety , inspection and test , medical equipment safety, etc. Conclusion The analysis of medical com- plaints had a certain effect on solving bidden trouble in children patients＇safety, which would benefit security management system and improve patients＇satisfaction.