基于投诉分析的口腔颌面外科门诊关键环节质控的实践探讨

Quality control in key links at an oral and maxillofacial surgery outpatient clinic:based on complaint analysis

《医疗机构门诊质量管理暂行规定》的实施为门诊质控带来新的挑战。口腔专科医院口腔颌面外科以“大门诊、小病房”为特点,且部分诊疗项目纳入了门诊手术管理。通过案例追踪的方法,以典型专科医院一段时间内的投诉患者的病历为依据,从患者基本信息、初诊主要诊断、被投诉医务人员职称分布与投诉原因分类、投诉病历首次接诊时间4个维度构建关键环节的质控体系,并提出关注重点病种与严重并发症、重视年轻医师的科内培训、强化门诊健康宣教、关注特殊时间段患者流量等建议。

The release of the Interim Provisions on Outpatient Quality Management in Medical Instittuions has brought new requirements and challenges.The oral and maxillofacial surgery department in stomatology hospitals is featured by"large outpatient,small ward",with some treatment items managed as outpatient surgeries.Utilizing case tracking method and based on the medical records of complaining patients at a stomatology hospital,we developed a quality control system focusing on key links at the oral and maxillofacial surgery outpatient clinic,covering dimensions including basic information of patients,primary diagnoses at presentation,professional titles of the medical staff being complained and reasons of complaints,and time of the first presentation of the patients.Possible solutions may include focusing on key diseases and severe complications,enhancing young physician training,strengthening outpatient education,and improving patient flow during peak hours.