摘要
Abstract
Objective To analyse the causes of complaints of the clinical laboratories and establish preventive measures.Methods During from July 2008 to December 2009,the clinical laboratory finished 1 370 475 laboratory tests and received 507 complaints.analyse the causes and establish preventive measures. Comparison follow the incidence of complaints of three consecutive stages,evaluation the feasibility of developing the effectiveness of preventive measures. Results At the first period,during from July to December 2008,the second period during from January to June 2009,the third period during from July to December 2009,8 kinds complaints of three-stage, accounting for 93. 49％ , as fullow: no test results (24. 06％) ,increasing test project (17. 16％) ,the report was not timely (11. 64 ％) , bad attitude when they accepted specimens (10. 65 ％) ,excessive use of vacuum tubes (10. 06 ％) , refused to provide inspection results consulting (7. 30％) , reports should be sent in time (7. 10％),omission bacterial identification and susceptibility costs (5. 52％),establishing preventive measures against the complainants,complaint rate of the three stages was 957/million,340/million,101/million,respectively continued to reduce and the difference was significant (x2=407,P＜0. 001). Top 3 Complaints had different arrangement at different stages,the first phase of most complaints was"test results were not accurate",the second phase was "increasing test project" and the third phase was "collected more than the number of used vacuum tubes",strengthened preventive, incident of complaints. Conclusion Analysing the causes of complaints of the clinical laboratories and establishing effective preventive measures could further regulate the inspection process ,improve test quality and service quality,improve the quality management system.关键词
临床检验/投诉/原因/预防措施分类
医药卫生
