920例门诊投诉原因与特征分析

目的 分析门诊投诉的原因和分布特征，提高医院服务质量。方法 收集整理2011年2月—2013年4月门诊完整文字记录的患者投诉，剔除不合理投诉后，最终共计920例。对数据进行统计处理并回顾性分析。结果 920例投诉中，临床科室被投诉比例最高；在人员方面，针对医生的投诉最多；投诉原因方面，服务态度欠佳占第一位，其次是工作不认真而造成工作差错，真正涉及医疗技术问题的投诉较少。结论 医院对于门诊投诉应高度重视，增强工作人员服务意识及责任心教育，改善服务态度，减少工作差错，加强门诊监督管理，优化就医流程，创造和谐就医环境。

Analysis of Causes and Characteristics of 920 Outpatient Complaints

Objective To analyze causes and its distribution characters of outpatient complaints, to improve quality of service in hospital. Methods Collecting complete records of outpatient complaints from February 2007 to April 2008. After deleting unreasonable complaints, 920 cases was left. Retrospection analysis and statistical calculation was used. Results In 920 cases, the complaints of clinical departments made the highest proportion and doctor had the highest rate of complaints. In aspect of causes, the complaints of poor service attitude was in the first place, carelessness leading to work errors was the second most important cause of complaint. Few complaints were about medical technology. Conclusion The hospital should attach great importance to the outpatient complaints, strengthen the service consciousness and the sense of responsibility of staff, improve the service attitude and reduce the work errors. At the same time, the hospital should strengthen outpatient management, optimize service process, and create the harmonious medical environment.