论文部分内容阅读
目的统计门诊患者投诉率,分析投诉原因及对象特点,研究季节变化与投诉率的关系,探讨降低门诊投诉率的方式。方法以书面记录标准,统计年门诊投诉率、投诉原因及对象,并按季节统计对应投诉率。采用Poisson分布统计季节间投诉率的差异。结果年门诊投诉率为0.045‰;秋季的投诉率明显低于其它季节(P<0.05);投诉原因依次为服务态度(75.47%)、等候时间(16.98%)和技术水平(7.55%);投诉对象依次为医师(69.81%)、医技药人员(15.09%)、收费挂号人员(11.33%)和护士(3.77%)。结论转变传统服务模式,改善服务态度,减少患者候诊时间,提升医务人员服务理念,加强门诊投诉管理,是降低门诊投诉率的有效方法。
Objective To analyze the complaints rate of outpatients, analyze the causes and characteristics of the complaints, study the relationship between the changes of seasons and the rates of complaints, and discuss ways to reduce the complaints rate of outpatients. Methods To record the standard in writing, statistics outpatient complaint rate, the reason and object of the complaint, and statistics corresponding to the complaint rate according to the season. Using Poisson distribution statistics season differences in complaint rates. Results The complaint rate in outpatient clinic was 0.045 ‰ in autumn; the complaint rate in autumn was significantly lower than that in other seasons (P <0.05); the order of complaint was service attitude (75.47%), waiting time (16.98%) and technical level (7.55% The subjects were physicians (69.81%), medical technicians (15.09%), paid registrations (11.33%) and nurses (3.77%). Conclusion It is an effective way to reduce the outpatient complaint rate by changing the traditional service mode, improving the service attitude, reducing the waiting time of patients, improving the service concept of medical personnel and strengthening the management of outpatient complaints.