门诊投诉原因分析及对策研究(1)
[摘要] 目的 分析医院门诊患者常见投诉原因，并提出针对性对策，以提高医院门诊服务质量。 方法 收集整理2013年8月～2016年8月北京某军队医院门诊办公室记录的患者投诉资料，筛除无效投诉后，最终共计382例，对入选资料进行统计处理与回顾性分析。 结果 382例投诉中，对临床科室投诉比例最高，占投诉科室的46.6%；在人员方面，对护士投诉最多，投诉率为43.06%，其次是对医生的投诉，投诉率为34.52%；在投诉原因方面，对门诊人员服务态度投诉居首位，占总投诉原因的39.79%，其次为医院流程投诉，而涉及医疗技术问题的投诉较少；经医院相关部门处理，投诉患者满意率达99%以上。 结论 医院应重视门诊投诉原因，及时制订合理可行的管理对策，加强门诊服务建设，优化就诊流程，改善服务人员工作态度，增强服务意识，以提高医疗服务质量，营造和谐医疗服务氛围。
[关键词] 门诊管理；投诉原因；医疗质量
[中图分类号] R197.3 [文献标识码] A [文章编号] 1673-7210(2016)12(b)-0054-04
Causes analysis and countermeasure research of outpatient complaints
WANG Ya′nan LI Ping▲ OU Wenbin YE Ling HU Yujie
Department of Outpatient， Air Force General Hospital of PLA， Beijing 100142， China
[Abstract] Objective To analyze the causes of common complaints in hospital outpatient department， and put forward the counter measures to improve the hospital outpatient service quality. Methods Complete records of outpatient complaints from August 2013 to August 2016 in one Beijing army hospital were collected. After deleted unreasonable complaint， 382 cases were left. Retrospection analysis and statistical calculation were used. Results In 382 cases， complaints of clinical departments had the highest proportion， accounted for 46.6%. In personnel aspects， the nurse had the highest rate of complaints， accounted for 43.06%， then followed by doctors' complaints， accounted for 34.52%. In aspects of complaint reasons， the complaint of clinic staff service attitude ranked the first place， accounted for 39.79%， followed by the hospital process， less complaint involving medical technology. By the relevant departments deal with complaints of patients， the satisfaction rate reached over 99%. Conclusion The hospital should pay attention to outpatient complaints， timely formulate reasonable and feasible management measures， strengthen construction of outpatient service， optimize treatment process， improve working attitude of service personnel， strength service consciousness， in order to improve the quality of medical services， construct harmonious atmosphere.
[Key words] Outpatient management； Cause of complaint； Medical quality
門诊是医院对外服务的首要窗口，门诊服务质量好坏直接关系到医院的信誉和形象[1-2]。若患者、家属在门诊接受相关医疗服务的过程中，对医院服务有不满意见而向有关部门反映即产生投诉事件[3]。本研究通过分析北京某军队医院2013～2016年的门诊所有投诉事件，探究门诊投诉产生原因，并根据产生投诉原因，提出针对性的改善对策，以减少门诊患者投诉事件发生，提高患者满意度及医护人员工作满意度。
1 资料与方法
1.1 一般资料
统计整理2013年8月～2016年8月在北京某军队院门诊办公室投诉记录表中完整记录患者投诉情况403例，其中21例为无效投诉，即不合理投诉，指经调查不符合事实或仅由于患者自身因素导致的投诉，予以筛除。最终纳入382例投诉事件。门诊投诉记录表主要内容包括投诉患者一般信息、投诉时间、投诉科室、投诉对象、投诉原因、投诉类别、相关负责人、调查经过、投诉结局等。, http://www.100md.com(王亚楠 李平 欧文斌 叶苓 胡玉洁)
[关键词] 门诊管理；投诉原因；医疗质量
[中图分类号] R197.3 [文献标识码] A [文章编号] 1673-7210(2016)12(b)-0054-04
Causes analysis and countermeasure research of outpatient complaints
WANG Ya′nan LI Ping▲ OU Wenbin YE Ling HU Yujie
Department of Outpatient， Air Force General Hospital of PLA， Beijing 100142， China
[Abstract] Objective To analyze the causes of common complaints in hospital outpatient department， and put forward the counter measures to improve the hospital outpatient service quality. Methods Complete records of outpatient complaints from August 2013 to August 2016 in one Beijing army hospital were collected. After deleted unreasonable complaint， 382 cases were left. Retrospection analysis and statistical calculation were used. Results In 382 cases， complaints of clinical departments had the highest proportion， accounted for 46.6%. In personnel aspects， the nurse had the highest rate of complaints， accounted for 43.06%， then followed by doctors' complaints， accounted for 34.52%. In aspects of complaint reasons， the complaint of clinic staff service attitude ranked the first place， accounted for 39.79%， followed by the hospital process， less complaint involving medical technology. By the relevant departments deal with complaints of patients， the satisfaction rate reached over 99%. Conclusion The hospital should pay attention to outpatient complaints， timely formulate reasonable and feasible management measures， strengthen construction of outpatient service， optimize treatment process， improve working attitude of service personnel， strength service consciousness， in order to improve the quality of medical services， construct harmonious atmosphere.
[Key words] Outpatient management； Cause of complaint； Medical quality
門诊是医院对外服务的首要窗口，门诊服务质量好坏直接关系到医院的信誉和形象[1-2]。若患者、家属在门诊接受相关医疗服务的过程中，对医院服务有不满意见而向有关部门反映即产生投诉事件[3]。本研究通过分析北京某军队医院2013～2016年的门诊所有投诉事件，探究门诊投诉产生原因，并根据产生投诉原因，提出针对性的改善对策，以减少门诊患者投诉事件发生，提高患者满意度及医护人员工作满意度。
1 资料与方法
1.1 一般资料
统计整理2013年8月～2016年8月在北京某军队院门诊办公室投诉记录表中完整记录患者投诉情况403例，其中21例为无效投诉，即不合理投诉，指经调查不符合事实或仅由于患者自身因素导致的投诉，予以筛除。最终纳入382例投诉事件。门诊投诉记录表主要内容包括投诉患者一般信息、投诉时间、投诉科室、投诉对象、投诉原因、投诉类别、相关负责人、调查经过、投诉结局等。, http://www.100md.com(王亚楠 李平 欧文斌 叶苓 胡玉洁)