医学信息2019，Vol.32Issue(3)：145-147,3.DOI:10.3969/j.issn.1006-1959.2019.03.047
门诊投诉分析及对策研究
Outpatient Complaint Analysis and Countermeasure Research
刘婷 1祖晨曦 1王辉 1陶慧1
作者信息
- 1. 中山大学附属第三医院门诊办公室,广东 广州 510000
- 折叠
摘要
Abstract
Objective To summarize the 200 outpatient complaints in a general hospital in 2017, analyze the classification and causes of outpatient complaints based on the status of outpatient complaints, and propose ways to reduce complaints. Methods The retrospective method was used to analyze the complaints of our hospital from January 1 to December 31, 2017, mainly including the content of complaints, the main body of complaints, and the proportion of complaints departments. Results Among the complaint types, 57 cases (28.50％) were service attitudes, 35 cases (17.50％) were outpatients, and 32 cases (16.00％) were communicated between doctors and patients. In terms of personnel, the number of complaints was the highest among 124 doctors (62.00％) . In terms of departments, the departments with the most complaints were dermatology (8.00％) , radiology (7.50％) , and stomatology (6.50％) . Conclusion According to the current situation and reasons of outpatient complaints, it puts forward the values of practicing the supremacy of patients, establishes good communication channels, and regularly convene outpatient medical staff mobilization meetings to optimize the outpatient service process.关键词
门诊/医疗投诉/对策Key words
Outpatient service/Medical complaints/Countermeasures分类
医药卫生引用本文复制引用
刘婷,祖晨曦,王辉,陶慧..门诊投诉分析及对策研究[J].医学信息,2019,32(3):145-147,3.
