口腔医疗服务投诉的原因分析

An Analysis of the Causes of Complaints about Dental Services

目的 分析口腔医疗服务投诉原因以便针对性地解决医患矛盾。方法 收集近两年门诊病人投诉案例共 2 39例 ,并进行分析。结果 医疗投诉有明显增加趋势 (P <0 0 1) ,并与经济利益密切相关 ,处理复杂。但多数是由于医患沟通不够引起 ,不构成医疗事故。结论 针对目前口腔医疗服务投诉的特点 ,应强化医院内部管理 ,加强医德医风教育和业务教育 ,增强服务意识 ,提高医疗质量 ,重视法制教育 。

Objective To analyze the causes of the complaints about the dental services in order to solve the conflicts between dentists and patients.Methods Two hundred and thirty nine cases of complaints regarding dental services during the past two years were analyzed.Results The ratio of complaints about dental services increased significantly ( P <0 01), which was related to patients′ economic situation. Most of the complaints resulted from the lack of mutual communications between the dentists and patients, and therefore it could not be regarded as medical negligence or malpractice.Conclusion It was suggested that great attention should be paid to hospital administration, medical ethics education, professional education, law education and the improvement of the quality of medical services, so as to reduce the complaints concerning dental treatment.