中国实用护理杂志
中國實用護理雜誌
중국실용호리잡지
CHINESE JOURNAL OF PRACTICAL NURSING
2013年
36期
33-35
,共3页
李忠艳%陈书人%梁玉颜%陈木莲%吴凤燕%何月葵
李忠豔%陳書人%樑玉顏%陳木蓮%吳鳳燕%何月葵
리충염%진서인%량옥안%진목련%오봉연%하월규
医疗投诉%投诉率%医疗质量%门诊量
醫療投訴%投訴率%醫療質量%門診量
의료투소%투소솔%의료질량%문진량
Medical complaints%Complaint rate%Medical quality%Outpatients amounts
目的 探讨门诊医疗投诉的数量与时间及门诊总量之间的关系.方法 回顾性分析2009年1月至2013年7月我院门诊客户服务中心接待并有基本记录的门诊医疗投诉1289例次,以及对应的门诊总量.分析门诊投诉数量、投诉率的时间规律,并分析月投诉数量和投诉率分别与月门诊总量之间的相关性.结果 我院门诊投诉数量月平均水平为(23.44±8.41)例次,门诊总量月平均水平为(246 000±27 417)例次.年度间的月投诉数量、门诊总量、投诉率的比较差异均有统计学意义.一年中,2月、1月门诊投诉数量最低,11月、1月、2月、12月投诉率低.月门诊投诉数量与月门诊总量之间,以及月投诉率与月门诊总量之间,均存在相关性.结论 一年中门诊投诉率的变化有一定的时间规律,投诉率与门诊总量之间存在一定的相关性.
目的 探討門診醫療投訴的數量與時間及門診總量之間的關繫.方法 迴顧性分析2009年1月至2013年7月我院門診客戶服務中心接待併有基本記錄的門診醫療投訴1289例次,以及對應的門診總量.分析門診投訴數量、投訴率的時間規律,併分析月投訴數量和投訴率分彆與月門診總量之間的相關性.結果 我院門診投訴數量月平均水平為(23.44±8.41)例次,門診總量月平均水平為(246 000±27 417)例次.年度間的月投訴數量、門診總量、投訴率的比較差異均有統計學意義.一年中,2月、1月門診投訴數量最低,11月、1月、2月、12月投訴率低.月門診投訴數量與月門診總量之間,以及月投訴率與月門診總量之間,均存在相關性.結論 一年中門診投訴率的變化有一定的時間規律,投訴率與門診總量之間存在一定的相關性.
목적 탐토문진의료투소적수량여시간급문진총량지간적관계.방법 회고성분석2009년1월지2013년7월아원문진객호복무중심접대병유기본기록적문진의료투소1289례차,이급대응적문진총량.분석문진투소수량、투소솔적시간규률,병분석월투소수량화투소솔분별여월문진총량지간적상관성.결과 아원문진투소수량월평균수평위(23.44±8.41)례차,문진총량월평균수평위(246 000±27 417)례차.년도간적월투소수량、문진총량、투소솔적비교차이균유통계학의의.일년중,2월、1월문진투소수량최저,11월、1월、2월、12월투소솔저.월문진투소수량여월문진총량지간,이급월투소솔여월문진총량지간,균존재상관성.결론 일년중문진투소솔적변화유일정적시간규률,투소솔여문진총량지간존재일정적상관성.
Objective To study the relationship between the number of outpatient complaints and the time or the outpatient amounts.Methods A retrospective analysis of 1289 cases of outpatients' medical complaints with basic records since 2009 in our hospital was carried out.The time regularity of the number of outpatient complaints,or the complaint rate was analyzed.And the correlation between the outpatient amounts and the number of outpatient complaints,or the complaint rate was also analyzed.Results In our hospital,the mean monthly number of outpatient complaints was (23.44±8.41)cases; the mean monthly outpatient account was (246 000±27 417)cases.The differences among monthly outpatient complaints,outpatient accounts and monthly complaints rate among every years were statistically significant.Within one year,the outpatient complaints numbers were lowest in February and January.And the outpatient complaints rate was low in November,January,February and December.There were statistically significant correlation between the monthly outpatient complaints and monthly outpatient accounts,and between the monthly outpatient complaints rate and monthly outpatient accounts.Conclusions There was time regularity in the outpatient complaints rates in one year.And there was certain correlation between the outpatient complaints rate and the outpatients' accounts.
