【摘要】 目的通过对305例患者医疗投诉进行回顾性分析投诉原因,寻求降低医疗投诉、改善医患关系对策。方法对我院2011~2013年的患者医疗投诉进行统计,应用平衡记分卡从财务、客户、内部流程、学习与成长四个维度及发生投诉部门进行分析。结果发生医疗投诉的主要原因是客户服务与内部流程缺陷,急诊骨科、产科、普外科、妇产科门诊等是引起医疗投诉的主要部门。结论将平衡记分卡应用于医院投诉管理中,重点改善了客户与内部流程问题,关注重点高发投诉部门,妥善处理与降低医疗投诉,探索投诉管理新思路与对策。更多还原

【Abstract】 Objective To explore countermeasures for reducing the medical complaints and improving the doctor-patient relationship by retrospectively analyzing the reasons of 305 cases of medical complain. Methods The medical complaints in 2011 ~ 2013 in the Qingyuan Affiliated Hospital of Jinan University were accounted and analyzed by balanced scorecard in term of financial,customer,internal process,learning and development,and the departments leading to complaints.Results The main causes of medical complaints were the defects of customer service and internal process. And the orthopedic emergency,obstetrics,general surgery,obstetrics and gynecologic outpatient are the mainly departments leading to medical complaints. Conclusion We can apply balanced scorecard in medical complaint management to focus on improving the problems between the customer and internal process,to pay close attention to departments leading to complaints,to properly handle medical complaints,to reduce medical complaints,and to explore new ideas and countermeasures for medical compliant management.更多还原