滥用医疗投诉权的原因分析与应对措施

Analysis of the Causes of Abuse of Medical Complaint Right and Countermeasures

目的:通过对滥用医疗投诉权事件的投诉渠道、投诉对象、投诉内容和诉求进行描述性分析,概括分析滥用医疗投诉权的原因,针对性提出应对措施。方法:以某三甲医院在2016年1月至2018年12月期间发生的133起滥用医疗投诉权事件为研究对象,统计分析投诉渠道、投诉对象、投诉内容和投诉要求。结果:投诉渠道主要为12345和医院行政投诉,其中12345(12320)政府热线占比62%,医院行政投诉占比30%,信访占比8%。投诉对象主要为医护人员,投诉内容涉及医护问题,医患关系问题,制度、环境、流程及费用问题。诉求主要为给予解释、重新诊疗、退费(赔偿)、赔礼道歉和处分当事人。结论:准确掌握医疗投诉权被滥用的原因,有利于加强医疗投诉管理,提高医疗投诉处置能力,减少医疗投诉率。

Objective:To make a descriptive analysis of the abuse of medical complaint channels,objects of complaint,contents of complaint and appeals.To summarize the reasons for the abuse of medical complaints,and to propose countermeasures.Methods:A total of 133 incidents of abuse of medical complaints occurred during the period from January 2016 to December 2018 in a certain Grade-A Tertiary Hospital,and statistical analysis of the channels,objects of complaint,contents of complaint and requirements of complaints.Results:The complaint channels were mainly 12345 and hospital administrative complaints.Among them,12345(12320)government hotline accounted for 62%,hospital administrative complaints accounted for 30%,and letters and visits complaints accounted for 8%.The complaint objects were mainly for medical staff.The complaints covered medical issues,relationship issues,systems issues,environment issues,processes and costs issues.The appeals are mainly for giving explanations,rediagnosing treatment,refunding(compensation),apologizing and disposing of the parties.Conclusion:Accurately grasping the reasons of the abuse of medical com plaints is conducive to strengthening the management of medical complaints,improving the ability to handle medical complaints,reducing the rate of medical complaints,and providing a reference for building a harmonious relationship between doctors and patients.