1601例医疗投诉的回顾性分析及其对策——以成都市某三甲医院的管理实践为例

Retrospective Analysis and Countermeasures of 1601 Medical Complaints——Taking the Management Practice of a Three-A Hospital in Chengdu as an Example

本文对成都市某三甲医院2006-2018年1601例医疗投诉案例作回顾性分析后发现,投诉发生率整体呈下降趋势,投诉集中分布在外科性科室,投诉发生的主要原因集中于医患之间缺乏有效沟通、医务人员对患者的关心不够和诊疗技术存在不足等方面。对此,可从建立完善的医疗安全教育培训体系以提升医务人员职业素养、强化对内医疗质控与对外服务优化的结合以提升服务质效、系统改进医疗不良事件内部管理制度以防范于未然、对投诉处理程序进行标准化建设以建立多元化的医患纠纷化解机制几方面改进医疗投诉的处理。

After retrospective analysis on1601 medical complaintsof a three-A hospitalfrom 2006 to 2018 in Chengdu, it is found that the overall incidence of medical complaints in the hospital showed a downward trend, and the medical complaints were mainly distributed in the surgery departments. And the main reasons are the lack of effective communication between doctors and patients, insufficient care of medical staff for patients and insufficient diagnosis and treatment technology. In order to properly resolve the conflicts between doctors and patients and build a harmonious doctor-patient relationship, medical complaint handling can be improved from the following aspects: establishing a sound medical safety education and training system to improve the professional quality of medical personnel;strengthening the combination of internal medical quality control and external service optimization to improve service quality and efficiency;systematically improving the internal management system of medical adverse events to prevent them from happening;and standardizing the procedures for handling medical complaints and establishing diversified mechanisms for resolving disputes between doctors and patients.