医疗服务投诉接待工作的研究分析与对策

The Analysis and Countermeasure on the Reception Work for Complaints of Medical Service

目的做好医疗服务投诉早期接待处置工作,缓解不和谐的医患关系。方法通过对2011年1月—2016年12月发生的456起医疗服务投诉、纠纷、诉讼案例进行回顾性统计与分析,对投诉管理的数量、性质、内容、技术、服务、科室等诸多方面,进行客观的比较和内涵分析描述。并针对医疗服务投诉和改善医患关系提出有效的可行性建议和对策。结果医疗服务投诉诱发医患关系不和谐因素,而职能及服务窗口服务质量缺陷、高风险临床科室医患沟通不到位、医疗质量技术缺陷是引起医疗服务投诉、纠纷、诉讼的主要原因。结论医院设置独立的投诉接待科,通过投诉接待预防机制的建立,规范接待处置流程,畅通医患沟通渠道,强化医疗服务质量安全监督管理,提高医务人员职业道德培训教育等工具,可以减少医疗服务技术缺陷,降低医疗服务投诉、纠纷、诉讼,缓解医患关系紧张趋势,构建和谐医疗环境。

Objective To accomplish the early reception work for complaints of medical service and to alleviate the disharmonious doctor - patient relationship. Methods There are 456 complaint, dispute and litigation cases of medical service nearly six years from January, 2011 to December, 2016, which should be made a retrospective survey and analysis, thus complaint management, such as the number, property, content, technology, service, department and so on should be com-pared and analyzed objectively. Whats more, effective feasibility proposals and countermeasures should be put forward for complaints of medical service and alleviate the disharmonious doctor - patient relationship. Results Complaints of medical service resulted in the disharmonious factors to doctor - patient relationship. However, the reason for complaints, disputes and litigations of medical service is that the function and the service window have defective service quality, doctor - patient communication at high - risk clinical departments is not in place and the quality of medical service is also defective. Conclu-sion Hospital should set up independent complaint reception department. With the establishment of the complaints preven-tion mechanism, the reception process can be standardized. Doctor - patient communication channels can be more smooth. The safety supervision and management of medical service quality can be strengthened, and the training of occupational ethics of the medical staffs can be improved, thus can decrease the defect of medical service technique, decrease the complaints, disputes and litigations of medical service and alleviate tense doctor - patient relationship and build the harmonious medical environment.