中国中医科学院广安门医院门诊患者投诉常见原因及其对策.pdfVIP

·10· Chinese Journal of Information on TCM Sep.2014 Vol.21 No.9 中国中医科学院广安门医院门诊患者 投诉常见原因及其对策 张裕华,赵冰,周新尧,张月,黄淑云 中国中医科学院广安门医院,北京 100053 摘要：目的 分析中国中医科学院广安门医院门诊患者投诉的常见原因,探讨相关对策以缓解医患矛盾, 促进医患关系正常化。方法 通过分析我院 2008 年 1 月－2012 年 12 月门诊部接待患者的投诉情况,从服务态 度、医疗差错、流程布局、沟通交流等方面进行分析。结果 我院 2008 年 1 月－2012 年 12 月门诊量 1055 万 人次,门诊投诉 1426 人次(其中服务态度 24.2%、医疗差错 11.5%、流程布局 40.3%、沟通交流 24.0%),投诉率 0.135??,处理投诉患者满意度 99.3%。结论 我院通过主动性服务减少患者投诉,提高了诊疗质量和患者的满 意度。 关键词：中医院；门诊；投诉；医院管理 DOI：10.3969/j.issn.1005-5304.2014.09.003 中图分类号：R2-05 文献标识码：A 文章编号：1005-5304(2014)09-0010-03 Countermeasure Analysis about Common Complaint Reasons of the TCM Hospital Outpatients ZHANG Yu-hua, ZHAO Bing, ZHOU Xin-yao, ZHANG Yue, HUANG Shu-yun (Guang’anmen Hospital, China Academy of Chinese Medical Sciencse, Beijing 100053, China) Abstract：Objective To analyze the complaints of outpatient of Guang’anmen Hospital, China Academy of Chinese Medical Sciencse, discuss the countermeasures to alleviate the contradiction and promote the normalization of the relationship between doctors and patients. Methods Based on analysis of outpatient complaints from Jan. 2008 to Dec. 2012 in our hospital, statistics and classification data were obtained from the aspects of service attitude, medical errors, process and communication. Results Outpatient amount of our hospital form Jan. 2008 to Dec. 2012 was 10.55 million. There were 1426 outpatient complaints (service attitudes 24.2%, medical errors 11.5%, process 40.3%, and communication 24%), etc. Complaints rate was 0.135‰ and satisfaction degree of dealing with complaints was 99.3%. Conclusion Through active service, the complaints of outpatien