摘要
【目的】分析医疗投诉事件的成因并提出医疗安全管理对策。【方法】回顾性分析某医院2002-2013年969例医疗投诉事件的科室分布特征和产生原因;采用德尔菲法,对导致患方投诉的主要医方原因进行权重分析。【结果】外科系统属于高风险科室,投诉率(40.97%)居首位;969例医疗投诉事件中,有718例系医方原因所致(74.10%),其中诊疗能力不足、服务态度差、医药费用问题、医患沟通不到位、责任意识差是主要的医方原因,患方主要原因则包括误解、不合理诉求、对治疗效果的期望值过高以及无法接受病情急速恶化事实等。【结论】建立医疗安全监测与处理反馈系统,形成医疗风险评估→预警→干预的有效运转机制,并不断完善医疗缺陷管理措施,对于有效降低医疗投诉事件和医疗纠纷具有重要意义。
【Objective】To analyze the reasons of medical complaints and propose the countermeasures for medical safe management.【Methods】A retrospective survey was carried on to analyze the department distribution and causes of 969 medical complaints in a hospital from 2002 to 2013 and explain the causes of the doctors＇ responsibility for medical complaints by Delphi method.【Results】Surgical department was of high risk and had a top complaint rate（40.97%）. In 969 cases of medical complaints, 718 accidents were caused by doctors（74.1%）, including doctors＇ poor medical ability, bad service attitude, high medical expense, unsmooth communication and poor responsibility consciousness; while the patients＇ causes included misunderstanding, irrational requirement, extra-expectation for the medical effect and extreme mood of the unacceptable drastic turn for the worse.【Conclusion】It is of great significance in reducing medical complaints and disputes that we should establish a safe monitoring and feedback system, operate a risk evaluating→early warning→interfering mechanism and improve the medical defect management.
出处
《武警后勤学院学报（医学版）》
CAS
2015年第9期716-719,共4页
Journal of Logistics University of PAP（Medical Sciences）
关键词
医疗投诉
医疗安全
内涵建设
预警
缺陷管理
Medical complaints
Medical security
Connotation construction
Warning
Defect management
