門診投訴原因分析及對(duì)策研究

王亞楠++李平++歐文斌++葉苓++胡玉潔

[摘要] 目的 分析醫(yī)院門診患者常見投訴原因，并提出針對(duì)性對(duì)策，以提高醫(yī)院門診服務(wù)質(zhì)量。 方法 收集整理2013年8月～2016年8月北京某軍隊(duì)醫(yī)院門診辦公室記錄的患者投訴資料，篩除無效投訴后，最終共計(jì)382例，對(duì)入選資料進(jìn)行統(tǒng)計(jì)處理與回顧性分析。 結(jié)果 382例投訴中，對(duì)臨床科室投訴比例最高，占投訴科室的46.6%；在人員方面，對(duì)護(hù)士投訴最多，投訴率為43.06%，其次是對(duì)醫(yī)生的投訴，投訴率為34.52%；在投訴原因方面，對(duì)門診人員服務(wù)態(tài)度投訴居首位，占總投訴原因的39.79%，其次為醫(yī)院流程投訴，而涉及醫(yī)療技術(shù)問題的投訴較少；經(jīng)醫(yī)院相關(guān)部門處理，投訴患者滿意率達(dá)99%以上。 結(jié)論 醫(yī)院應(yīng)重視門診投訴原因，及時(shí)制訂合理可行的管理對(duì)策，加強(qiáng)門診服務(wù)建設(shè)，優(yōu)化就診流程，改善服務(wù)人員工作態(tài)度，增強(qiáng)服務(wù)意識(shí)，以提高醫(yī)療服務(wù)質(zhì)量，營造和諧醫(yī)療服務(wù)氛圍。

[關(guān)鍵詞] 門診管理；投訴原因；醫(yī)療質(zhì)量

[中圖分類號(hào)] R197.3 [文獻(xiàn)標(biāo)識(shí)碼] A [文章編號(hào)] 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

門診是醫(yī)院對(duì)外服務(wù)的首要窗口，門診服務(wù)質(zhì)量好壞直接關(guān)系到醫(yī)院的信譽(yù)和形象[1-2]。若患者、家屬在門診接受相關(guān)醫(yī)療服務(wù)的過程中，對(duì)醫(yī)院服務(wù)有不滿意見而向有關(guān)部門反映即產(chǎn)生投訴事件[3]。本研究通過分析北京某軍隊(duì)醫(yī)院2013～2016年的門診所有投訴事件，探究門診投訴產(chǎn)生原因，并根據(jù)產(chǎn)生投訴原因，提出針對(duì)性的改善對(duì)策，以減少門診患者投訴事件發(fā)生，提高患者滿意度及醫(yī)護(hù)人員工作滿意度。

1 資料與方法

1.1 一般資料

統(tǒng)計(jì)整理2013年8月～2016年8月在北京某軍隊(duì)院門診辦公室投訴記錄表中完整記錄患者投訴情況403例，其中21例為無效投訴，即不合理投訴，指經(jīng)調(diào)查不符合事實(shí)或僅由于患者自身因素導(dǎo)致的投訴，予以篩除。最終納入382例投訴事件。門診投訴記錄表主要內(nèi)容包括投訴患者一般信息、投訴時(shí)間、投訴科室、投訴對(duì)象、投訴原因、投訴類別、相關(guān)負(fù)責(zé)人、調(diào)查經(jīng)過、投訴結(jié)局等。