某医院近3年服务投诉原因及特征分析(1)
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摘要：目的分析医院服务投诉的主要原因及存在的特点，为制定有效的应对策略提供一定的依据。方法收集整理2011~2013年归档的医院服务投诉登记表，共计105份，录入相关数据进行统计分析。结果来电来访是主要的投诉途径，门急诊区域最易发生投诉，临床科室被投诉比例最高，急诊科是投诉的高发科室，针对医生的投诉最多，服务态度、言语沟通、医院管理制度是投诉的三大主要原因。结论加强对门急诊的监督管理，优化就医流程；强化主动服务意识，注重沟通艺术性；完善医院管理，提高制度执行力。
关键词：服务投诉；医院；原因
中图分类号：R197.3文献标志码：B文章编号：1001-5329(2014)
Analysis of Causes and Characteristics of Medical Service Complaints in Nearly Three Years
CHEN Xiao-yan
(Ningbo City, Yinzhou District Second Hospital,Ningbo 315192,Zhejiang,China)
Abstract：ObjectiveTo provide some basis for making effective countermeasures by analyzing causes and characteristics of medical service complaints. MethodsCollect complete records of service complaints in the year 2011~2013, total of 105 cases.Statistical calculation wear used.ResultsCall and visiting wear the main way,outpatient wear the easiest area,clinical department made the highest proportion ,emergency department is the high-risk department,doctors had the highest rate of complaints,service attitude ,communication and hospital management wear top three reasons ......
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