安徽省某医院2017-2018年门诊患者投诉案例分析

Analysis of Outpatient Complaints of a Hospital in Anhui Province from 2017 to 2018

目的:分析门诊投诉原因,探索减少门诊投诉的有效方法。方法:对安徽某医院2017年7月-2018年6月门诊投诉案例作回顾性分析。结果:投诉对象主要集中在门诊出诊医师、医技科室方面;投诉环节主要集中在服务态度、技术质量及制度执行方面。结论:基于投诉现状,强抓薄弱环节,加强医疗质量管理、制度执行,优化就诊流程和环境,强化业务能力培训。

Objective:Analyze causes of complaints and explore some ways to reduce complaints.Methods: make retrospective analysis of outpatient complaints collected from 2017 to 2018. Results: the complaints mainly focus on outpatient visiting physician, medical technology department, and the reasons mainly focus on service attitude, technical quality and system implementation. Conclusion: Based on the complaint status, we should focus on the weak links, strengthen medical quality management and outpatient management, implement the system, and optimize the process and environment of medical treatment, and strengthen the training of professional ability.