摘要
目的了解和分析某三级医院建院后5年间医疗投诉状况,为医院更好地应对和处理医疗投诉、优化医疗流程、改进医疗质量、改善患者就医体验提供借鉴和参考。方法采用分层聚类的方法,对福建省立金山医院2016年—2020年内的1481例医疗投诉进行了回顾、归类和分析。结果卫生行政管理部门转办和服务中心受理是医院医疗投诉的主要来源;医院每万人次就诊中医疗投诉发生为3~6件;医疗投诉主要发生在医疗流程、医疗环境、医疗人文和行政管理4个方面,投诉对象居前3名的是医生、后勤和护士。结论建议更多地关注医疗资源和后勤保障方面的服务质量,完善各种医疗投诉渠道,建立多种方式妥善处理医疗投诉,提高应对医疗投诉的时效性和反馈效率,加强与患者的沟通、交流和对话,以改善患者就医体验并增强其获得感。
Objective To analyze the medical complaints in a tertiary hospital in the past 5 years after the establishment of the hospital and provide experience and reference for the hospital to better respond to medical complaints,optimize medical processes,and improve health care quality and patient s healthcare seeking experience.Methods By the hierarchical clustering method,we reviewed,categorized,and analyzed 1481 medical complaints in Fujian Provincial Jinshan Hospital during the period from 2016 to 2020.Results The vast majority of these medical complaints were submitted to the health administrative authorities and the service center of the hospital.The number of medical complaints ranged 3-6/10,000 visits.Four aspects were involved in the most frequent complaints:medical process,medical environment,medical humanities,and administrative management.Doctors,logistic staff,and nurses were the top three objects of the complaints.Conclusions Hospitals should pay more attention to the service quality in medical resources and logistics support,improve various medical complaint channels,establish different ways to properly handle medical complaints,improve the timeliness and efficiency of handling medical complaints,and strengthen communication,exchanges,and dialog with patients,so as to improve patient healthcare seeking experience and their satisfaction.
作者
蒋剑
林孟波
李惠婷
黄范倩
Jiang Jian;Lin Mengbo;Li Huiting;Huang Fanqian(Fujian Provincial Hospital,Fuzhou 350001,Fujian Province,China;School of Public Health,Fujian Medical University)
出处
《中国医疗管理科学》
2023年第1期121-125,共5页
Chinese Journal Of Medical Management Sciences
基金
福建省创新战略研究科技计划项目(2022R0088)
福建省卫生健康政策创新研究课题(2022B07)
福建省卫生健康人才培养软科学项目(2019-RK-5)。
关键词
医疗投诉
三级医院
回顾性研究
Medical complaints
Tertiary hospital
Retrospective study
