Countermeasure Analysis about Common Complaint Reasons of the TCM Hospital Outpatients
10.3969/j.issn.1005-5304.2014.09.003
- VernacularTitle:中国中医科学院广安门医院门诊患者投诉常见原因及其对策
- Author:
Yuhua ZHANG
;
Bing ZHAO
;
Xinyao ZHOU
;
Yue ZHANG
;
Shuyun HUANG
- Publication Type:Journal Article
- Keywords:
traditional Chinese medicine hospital;
outpatient;
complaints;
hospital management
- From:
Chinese Journal of Information on Traditional Chinese Medicine
2014;(9):10-12
- CountryChina
- Language:Chinese
-
Abstract:
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.
