口腔门诊患者风险评估及防控

Risk assessment and prevention and control of oral outpatient patients

目的探讨口腔门诊风险的特点,产生原因,制定管理策略,减少或避免风险事件的发生,保障医疗安全。方法选取2019年1~3月就诊患者5588例次与实施患者风险评估及防控后2019年4~6月5610例次患者作为研究对象,比较实施口腔门诊患者风险管理后医疗纠纷及风险事件发生情况。结果2019年1~3月,加强口腔门诊风险管理前共发生投诉6例(医务部备案投诉3例:面部轻度划伤1例,沟通不到位2例),科室化解投诉3例(不满科室就诊流程2例,患者不合理要求被拒引发投诉1例);风险管理后2019年4~6月投诉为1例科室层面沟通解决。结论加强口腔门诊患者风险评估及管理能够有效减少或避免风险事件的发生,保障医疗护理安全,减少医疗投诉,提升患者满意度,和谐医患关系。

Objective To explore the characteristics,causes and management strategies of risk in oral outpatient service,so as to reduce or avoid the occurrence of risk events and ensure medical safety.Methods Atotal of 5,588 cases of patients were selected from January to March 2019,and 5610 cases of patients after the implementation of patient risk assessment and prevention and control were selected from April to June 2019 as research objects to compare the occurrence of medical disputes and risk events after the implementation of risk management of oral outpatient patients.Results After the risk assessment and prevention and control of oral outpatient patients,the complaints of patients decreased from 1.07‰to 0.18‰,and the satisfaction of patients increased from 95%to 98.3%.Conclusion To strengthen the risk assessment and management of oral patients can effectively reduce or avoid the occurrence of risk events,ensure the safety of medical care,reduce medical complaints,improve patient satisfaction,and harmonize doctor-patient relationship.