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目的分析妇科门诊发生的医疗投诉事件的发生率和原因。方法回顾性分析浙江大学医学院附属医院2005～2009年医务科备案处理完毕的关于妇科门诊的医疗投诉事件共66例,按医源性投诉及非医源性投诉进行归类统计。结果 2005～2009年妇科门诊人次数为2467475,其中发生医疗投诉66例,发生率为0.027‰。其中非医源性投诉每年呈上升趋势,从2005年的33.33%上升到2009年的70.00%,其中对就诊流程问题如B超候诊时间长的医疗投诉较多。结论医院非医源性投诉每年呈上升趋势。医方应正确认识医疗投诉对自身的影响,鼓励患者投诉,不断发现其自身存在的各种问题,并尽快地解决此类问题,减少潜在的医疗纠纷。
Objective To analyze the incidence and causes of medical complaints in gynecological clinic. Methods The retrospective analysis of 66 cases of medical complaints about gynecology outpatient clinics completed from 2005 to 2009 in Affiliated Hospital of Zhejiang University Medical College was completed and classified according to the iatrogenic complaints and non-iatrogenic complaints. Results The number of gynecological outpatients from 2005 to 2009 was 2467475, of which 66 cases occurred medical complaints, the incidence was 0.027 ‰. The number of non-medical complaints increased year by year, from 33.33% in 2005 to 70.00% in 2009. Among them, there were more medical complaints about the treatment process such as B-outpatient service. Conclusion Hospital non-medical complaints are on an upward trend every year. Doctors should correctly understand the impact of medical complaints on their own, encourage patients to complain and constantly find various problems that exist on their own, and solve such problems as soon as possible to reduce potential medical disputes.