CAJ | 학술논문

目的：分析中国中医科学院广安门医院门诊患者投诉的常见原因，探讨相关对策以缓解医患矛盾，促进医患关系正常化。方法通过分析我院2008年1月-2012年12月门诊部接待患者的投诉情况，从服务态度、医疗差错、流程布局、沟通交流等方面进行分析。结果我院2008年1月-2012年12月门诊量1055万人次，门诊投诉1426人次(其中服务态度24.2%、医疗差错11.5%、流程布局40.3%、沟通交流24.0%)，投诉率0.135‰，处理投诉患者满意度99.3%。结论我院通过主动性服务减少患者投诉，提高了诊疗质量和患者的满意度。
목적：분석중국중의과학원엄안문의원문진환자투소적상견원인，탐토상관대책이완해의환모순，촉진의환관계정상화。방법통과분석아원2008년1월-2012년12월문진부접대환자적투소정황，종복무태도、의료차착、류정포국、구통교류등방면진행분석。결과아원2008년1월-2012년12월문진량1055만인차，문진투소1426인차(기중복무태도24.2%、의료차착11.5%、류정포국40.3%、구통교류24.0%)，투소솔0.135‰，처리투소환자만의도99.3%。결론아원통과주동성복무감소환자투소，제고료진료질량화환자적만의도。
ObjectiveTo analyze the complaints of outpatient of Guang’anmen Hospital, China Academy of Chinese Medical Sciencse, discuss the countermeasures to alleviate the contradiction and promote the normalization of the relationship between doctors and patients.Methods Based on analysis of outpatient complaints from Jan. 2008 to Dec. 2012 in our hospital, statistics and classification data were obtained from the aspects of service attitude, medical errors, process and communication.ResultsOutpatient amount of our hospital form Jan. 2008 to Dec. 2012 was 10.55 million. There were 1426 outpatient complaints (service attitudes 24.2%, medical errors 11.5%, process 40.3%, and communication 24%), etc. Complaints rate was 0.135‰ and satisfaction degree of dealing with complaints was 99.3%.Conclusion Through active service, the complaints of outpatients has been reduced, and diagnostic and treatment quality and satisfactory degree have been increased of our hospital.