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目的了解妇幼保健院中患者医疗投诉的数量、内容,科室分布以及被投诉对象等特点,为医院改善服务,提高患者满意度提出建议。方法分析2016年某三级妇幼保健院所有投诉登记材料。结果 2016年,门诊患者医疗投诉率为0.83/万,住院患者投诉率为2.43/万;服务态度和医患沟通是患者投诉的主要内容,且门诊患者的投诉内容和住院患者存在差异,具有统计学意义(P<0.05);医生、医技人员等与患者的接触较多的人员被投诉率较高。结论应从细化投诉管理制度、加强对医生、护士人际关系沟通技巧的培训和实践、加强投诉管理、加强投诉信息电子化、统计分析制度化等途径入手,进一步改善医疗保健服务质量、提高患者满意度。
Objective To understand the number and content of patient medical complaints in maternity and childcare hospitals, the distribution of the departments, and the characteristics of the subjects to be complained, so as to provide recommendations for hospitals to improve services and improve patient satisfaction. Methods To analyze all complaint registration materials of a three-level maternity and childcare hospital in 2016. Results In 2016, the outpatients’ medical complaint rate was 0.83/10,000, and the inpatient complaint rate was 2.43/10,000; service attitude and communication between doctors and patients were the main content of patient complaints, and there was a difference between outpatients’ complaint content and inpatients. Significance (P<0.05); Doctors, medical technicians, etc., who have more contact with patients, have higher complaint rates. Conclusions We should start from the detailed complaint management system, strengthen the training and practice of interpersonal communication skills for doctors and nurses, strengthen the management of complaints, strengthen the information electronicization of complaints, and institutionalize statistical analysis, so as to further improve the quality of medical care services and improve patient satisfaction. degree.