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为探索医疗服务投诉发生的规律,提高医疗质量,回顾性分析中国医学科学院肿瘤医院2009~2011年共126例医疗服务投诉的科室、人员分布及投诉缘由。发生投诉数量前三名的科室依次为腹外科(28例,22.2%)、病案室(19例,15.1%)、胸外科(18例,14.3%)。医疗服务投诉的主要对象中高级职称医师占71%,手术缺陷引起的投诉占30%。医院应针对性狠抓外科手术、高级职称医师、病案管理等,以期不断提高医疗质量和服务质量,提升患者满意度。
In order to explore the regularity of medical service complaints and improve the quality of medical services, retrospective analysis was made on the distribution of departments and staff and 126 cases of medical service complaints from Cancer Hospital of Chinese Academy of Medical Sciences in 2009 ~ 2011. The top three complaints departments were abdominal surgery (28 cases, 22.2%), medical record (19 cases, 15.1%) and thoracic surgery (18 cases, 14.3%). The main targets of medical service complaints accounted for 71% of senior professional doctors, surgical defects caused complaints accounted for 30%. The hospital should pay close attention to surgery, senior professional physicians, medical records management, with a view to continuously improve the quality of medical care and service quality, enhance patient satisfaction.