某妇儿医院急诊信访类型及原因分析

Analysis of Types and Causes of Letters in the Emergency Department of a Women's and Children's Hospital

分析了某妇产儿童医院急诊信访类型和原因,旨在为提高医疗服务质量提出建议。通过收集、汇总2016年1月~2020年12月急诊的信访资料,剔除同一患者针对同一问题的重复反馈及错转,纳入分析的信访共414封。其中,投诉占比最大,表扬次之,余为建议。急诊投诉原因以服务态度为主;建议聚焦等待时长等问题;投诉和建议集中在患者较多的区域。医护人员要增强服务意识,确保医患沟通的有效性。科室应根据患方诉求优化整改,做好对患者的宣教与分流,并大力推动信息化建设,满足患者便捷就医的需求。

This study analyzed the types and causes of letters from patients of emergency department in a women's and children's hospital,aiming to give advice on improving the quality of medical services accordingly.We collected and analyzed letters from patients of emergency department from January 2016 to December 2020.After deleting repeated letters from same patients and those did not involve emergency department matters,414 letters were left.Complaints accounted for the largest proportion,followed by praise,and then suggestions.The main reason for complaint was service attitude.Suggestions focused on issues such as waiting time.Complaints and suggestions were concentrated in areas with a large number of patients.Medical staff should enhance the sense of service to ensure the effectiveness of doctor-patient and nurse-patient communication.Optimization should be made according to the patient's demands.Emergency department should do a good job in educating and diverting patients,and vigorously promote information construction to meet the needs of patients for convenient medical treatment.