门诊投诉管理与医疗服务质量的持续改进

Outpatient Complaint Management and Continuous Improvement of Medical Service Quality

目的通过分析门诊患者的投诉内容,了解医疗服务缺陷,提出改进措施以提高患者对医院医疗服务满意度。方法以某院2014年门诊患者的医疗投诉资料496件为研究对象,对投诉事件的内容构成进行归类并以描述性统计分析。结果在投诉内容的构成中,患者投诉最多的前三位是医务人员的服务态度占36.1%,门诊环境流程不便占16.5%,医务人员操作不规范占14.5%,还有缺乏以患者为中心的服务理念,沟通不到位等,是患者投诉的主要原因。结论医院应充分认识加强医院投诉管理工作的重要性,运用PDCA循环管理,不断优化门诊流程,流畅就诊服务链,提升医务人员的沟通服务意识,将医院内部管理不断向科学化、精细化目标迈进。

Objective Receiving complaints from patients is the most direct way to be in contact with patients,understanding the needs of patients and the medical defects, as well as grasping the recognition of medical services.Method Through the medical complaints of outpatients, classify and analyze the contents of the complaint constitutes.Results In 2014, the clinic office receive 496 complaints. In the content composition, most patients complained the attitude of medical staffs, accounting for 36.1%. Inconvenient environment and processes, nonstandard operations,the lack of patient-centered service philosophy, insufficient communication are the main reason for patient complaints. Conclusion The hospital should strengthen emphasis on complaint management, transforming the complaint information into positive energy for the continual improvement of the medical service quality. Applying the management concepts of PDCA circulation and hospital customer relationship as well as the power of media, the hospital constantly optimize the outpatient service process and clinic service chain. By improving communication consciousness and promoting the positive doctor-patient interaction, the hospital internal management can keep pace to the scientific and meticulous goal.