摘要
目的分析妇幼保健院信访投诉的主要原因和影响因素,以制订相应的预防措施。方法回顾性分析2017年1月~2019年12月江苏省某三级妇幼保健院698件信访投诉资料,分别比较3年信访投诉总量与业务量、投诉渠道、问题、科室、岗位情况及投诉合理性与处理结果满意度。结果698件信访投诉中,投诉主要渠道为市长热线,占比40.8%(285/698);投诉主要问题为医德医风,占比26.1%(182/698);投诉主要科室为窗口服务科室和大儿科,分别占比23.5%(164/698)、23.2%(162/698);投诉主要岗位为医生,占比41.4%(289/698)。结论医院应加强培训,提升医生的人文关怀素养与医患沟通能力,同时医院应完善信访投诉管理制度,以制订相应的预防措施,降低信访投诉。
Objective To analyze the main causes and influencing factors of inquiry sues in letters and visits in maternal and child health care hospitals,so as to formulate corresponding preventive measures.Methods A retrospective analysis was used for 698 letters and complaints of a third-level maternal and child health hospital in Jiangsu Province from January 2017 to December 2019.The total number of letters and complaints and the volume of business,complaint channels,problems,departments,positions,the rationality of complaints,and satisfaction with the treatment results were compared in the three years.Results 698 complaints,the mayor′s hotline was 40.8%(285/698);The main content of complaints was about medical ethics(182 cases,accounting for 26.1%);The most complaint departments were window service department(164 cases,23.5%)and pediatric department(162 cases,23.2%);The main post of complaint were doctors(289 cases,41.4%).Conclusion The hospital should strengthen doctors′humanistic care quality and improve doctor-patient communication ability.Meanwhile,the hospital should improve the management system of letters,visits and complaints to formulate corresponding preventive measures then reduce the level of letters,visits and complaints.
作者
吴刚
孙春霞
孙剑
WU Gang;SUN Chunxia;SUN Jian(Huaian Maternity and Child Care Hospital,Jiangsu huaian 223002,China)
出处
《中国研究型医院》
2021年第1期31-35,共5页
Chinese Research Hospitals
关键词
妇幼保健中心
医院管理
回顾性研究
信访投诉
Maternal-child health centers
Hospital administration
Retrospective studies
Letters and visits complaints
