妇女儿童专科医院急诊科投诉分析

Analysis of complaints in emergency department of women and children’s specialized hospital

目的 分析妇女儿童专科医院急诊科投诉特征,为专科医院改善医疗服务质量、增强医院管理、提高满意度、降低投诉率提供依据。方法 利用医疗投诉分析工具分类框架,对四川大学华西第二医院急诊科的投诉进行回顾性分析。结果 2020年—2022年的投诉总量为525件,投诉量逐年增加。针对人员的投诉196件,针对区域的投诉329件。管理问题相关投诉320件(61.0%),医患关系问题相关投诉143件(27.2%),临床问题相关投诉合计62件(11.8%)。被投诉区域主要是发热门诊(193件),被投诉人员主要是护士(82件)。结论 妇女儿童专科医院急诊科的就诊者不同于综合医院,应针对主要问题进行主动优化,在不断提高医疗技术水平的同时,还要加强信息化建设、优化就医流程、改善环境设施、为就诊者及其陪护人员提供心理支持。

Objective To analyze the complaint characteristics of emergency department of women and children’s specialized hospital,and to provide a basis for improving medical service quality,enhancing hospital management,increasing satisfaction,and reducing complaint rates in specialized hospitals.Methods Using the Healthcare Complaint Analysis Tool classification framework,a retrospective analysis was conducted on complaints from the Emergency Department of West China Second University Hospital of Sichuan University.Results The total number of complaints from 2020 to 2022 was 525,and the number of complaints had been increasing year by year.There were 196 complaints against personnel and 329 complaints against regions.There were 320 complaints related to management issues(61.0%),143 complaints related to doctor-patient relationship issues(27.2%),and 62 complaints related to clinical issues(11.8%).The complained areas were mainly fever clinics(193 cases),and the complained personnel were mainly nurses(82 cases).Conclusion The emergency department of women and children’s specialized hospitals is different from comprehensive hospitals,and active optimization should be carried out to address the main issues.While continuously improving the level of medical technology,it is also necessary to strengthen information technology construction,optimize medical procedures,improve environmental facilities,and provide psychological support for patients and their caregivers.