1601例医疗投诉的回顾性分析及其对策--以成都市某三甲医院的管理实践为例.pdfVIP

34医学与法学2019年第11卷第3期

◆医疗纠纷防范与处理

1601例医疗投诉的回顾性分析及其对策*

——以成都市某三甲医院的管理实践为例

冉隆耀衡敬之贾继梅刘敏

摘要：本文对成都市某三甲医院2006-2018年1601例医疗投诉案例作回顾性分析后发现，投诉发生率

整体呈下降趋势，投诉集中分布在外科性科室，投诉发生的主要原因集中于医患之间缺乏有效沟通、医务人

员对患者的关心不够和诊疗技术存在不足等方面。对此，可从建立完善的医疗安全教育培训体系以提升医

务人员职业素养、强化对内医疗质控与对外服务优化的结合以提升服务质效、系统改进医疗不良事件内部管

理制度以防范于未然、对投诉处理程序进行标准化建设以建立多元化的医患纠纷化解机制几方面改进医疗

投诉的处理。

关键词：医疗投诉；投诉现状；对策分析

RetrospectiveAnalysisandCountermeasuresof1601MedicalComplaints

——TakingtheManagementPracticeofaThree-AHospitalinChengduasanExample

RanLongyaoHengJingzhiJiaJimeiLiuMin

Abstract:Afterretrospectiveanalysison1601medicalcomplaintsofathree-Ahospitalfrom2006to2018in

Chengdu,itisfoundthattheoverallincidenceofmedicalcomplaintsinthehospitalshowedadownwardtrend,and

themedicalcomplaintsweremainlydistributedinthesurgerydepartments.Andthemainreasonsarethelackofef⁃

fectivecommunicationbetweendoctorsandpatients,insufficientcareofmedicalstaffforpatientsandinsufficientdi⁃

agnosisandtreatmenttechnology.Inordertoproperlyresolvetheconflictsbetweendoctorsandpatientsandbuilda

harmoniousdoctor-patientrelationship,medicalcomplainthandlingcanbeimprovedfromthefollowingaspects:es⁃

tablishingasoundmedicalsafetyeducationandtrainingsystemtoimprovetheprofessionalqualityofmedicalper⁃

sonnel;strengtheningthecombinationofinternalmedicalqualitycontrolandexternalserviceoptimizationtoim⁃

proveservicequalityandefficiency;systematicallyimprovingtheinternalmanagementsystemofmedicaladverse

eventstopreventthemfromhappening;andstandardizingtheproceduresforhandlingmedicalcomplaintsandestab⁃

lishingdiversifiedmechanismsforresolvingdisputesbetweendoctorsandpatients.

KeyWords:medicalcomplaint;complaints