CAJ | 학술논문

目的：分析医疗投诉的原因，寻找有效预防医疗纠纷的方法。方法收集本院2011年所有住院患者投诉资料并进行回顾性分析。结果共计278次医疗投诉，161次（57．91％）通过电话投诉，101次（36．33％）通过医院电子触摸屏投诉，16次（5．76％）通过电子邮箱投诉。被投诉科室前3位分别为心血管内科33次（11．87％）、妇产科29次（10．43％）和肾内科26次（9．35％）。投诉原因前3位分别为医患沟通欠佳101次（36．33％），服务态度差69次（24．82％）和病房条件较差45次（16．19％）。结论预防医疗投诉的主要措施是医务人员不断加强医德医风教育和提高医患沟通技巧，同时医院要加强基础设施建设。
목적：분석의료투소적원인，심조유효예방의료규분적방법。방법수집본원2011년소유주원환자투소자료병진행회고성분석。결과공계278차의료투소，161차（57．91％）통과전화투소，101차（36．33％）통과의원전자촉모병투소，16차（5．76％）통과전자유상투소。피투소과실전3위분별위심혈관내과33차（11．87％）、부산과29차（10．43％）화신내과26차（9．35％）。투소원인전3위분별위의환구통흠가101차（36．33％），복무태도차69차（24．82％）화병방조건교차45차（16．19％）。결론예방의료투소적주요조시시의무인원불단가강의덕의풍교육화제고의환구통기교，동시의원요가강기출설시건설。
Objective To analyse the causes of medical complaints ,seek methods to prevent medical disputes .Methods All medical complaints were collected and analyzed retrospectively in 2011 .Results In 278 medical complaints ,there were 161 (57 .91% ) complaints by telephone ,101 (36 .33% ) complaints by hospital electronic touch screen ,16 (5 .76% ) complaints by E-mail;the top three complaint departments were vasculocardiology department 33(11 .87% ) ,department of gynaecology and obstet-rics 29(10 .43% ) ,urology department 26(9 .35% ) ,respectively ;the top three complaint reason were poor doctor-patient communi-cation 101(36 .33% ) ,poor service level 69(24 .82% ) and ward disadvantaged 45(16 .19% ) ,respectively .Conclusion Prevention of medical complaints of the most important measures is to improve the skill of doctor-patient communication and technical level of medical staff .Furthermore ,hospital should strengthen the construction of infrastructure .