中外健康文摘
中外健康文摘
중외건강문적
WORLD HEALTH DIGEST
2012年
36期
322-324
,共3页
医院%门诊%老年患者%投诉
醫院%門診%老年患者%投訴
의원%문진%노년환자%투소
hospital%outpatient%elderluy patient%complaint
目的通过对门诊老年患者投诉情况及原因分析，制订对策，提高老年患者就诊满意度.方法对2007年至2008年共1100例门诊老年患者投诉进行回顾性分析.结果老年患者的投诉涉及服务态度、医疗护理质量、就诊流程、医院规章制度、现行政策等多个方面，分别占到总投诉量的47.45%、19.18%、15.09%、4.82%和8.27%.结论随着社会进入老龄化，门诊医疗服务更应多方面、多角度、有意识地关注老年患者，开展适合这类特殊人群的细节服务，提高老年患者的就诊满意度.
目的通過對門診老年患者投訴情況及原因分析，製訂對策，提高老年患者就診滿意度.方法對2007年至2008年共1100例門診老年患者投訴進行迴顧性分析.結果老年患者的投訴涉及服務態度、醫療護理質量、就診流程、醫院規章製度、現行政策等多箇方麵，分彆佔到總投訴量的47.45%、19.18%、15.09%、4.82%和8.27%.結論隨著社會進入老齡化，門診醫療服務更應多方麵、多角度、有意識地關註老年患者，開展適閤這類特殊人群的細節服務，提高老年患者的就診滿意度.
목적통과대문진노년환자투소정황급원인분석，제정대책，제고노년환자취진만의도.방법대2007년지2008년공1100례문진노년환자투소진행회고성분석.결과노년환자적투소섭급복무태도、의료호리질량、취진류정、의원규장제도、현행정책등다개방면，분별점도총투소량적47.45%、19.18%、15.09%、4.82%화8.27%.결론수착사회진입노령화，문진의료복무경응다방면、다각도、유의식지관주노년환자，개전괄합저류특수인군적세절복무，제고노년환자적취진만의도.
Objective To analyze the causes of complaints among elderly outpatients and put forward coping strategies to increase patient satisfaction . Method A total of 1100 complaint cases among elderly patients in outpatient from 2007 to 2008 were retrospectively analyzed .Result Most of complaints focused on service attitudes (47.45%),treatment arrangenment (15.09%) ,hospital regulations (4.82%) and policies (8.27%). Conclusion Medical services in outpatient departments should pay more attention to elderly patients , and provide multiple ,meticulous and suitable medical services for them ,which might improve their degree of satisfaction.
