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中文摘要: 目的：通过对某三甲儿童医院受理的医疗投诉原因进行分析，提出对策建议。方法：收集整理该院2018年-2020年医务处受理的政务热线投诉，从医疗投诉率、医疗质量、医患沟通等角度进行分析。结果：2018年-2020年医疗投诉率逐年降低，平均投诉率为1.5/万；医疗质量逐渐成为投诉的首要原因，2020年的相关投诉占比为50.5%；医患沟通问题投诉占比基本不变，保持在12.5%左右。结论：应针对投诉的原因，积极采取改进措施，以提高医院服务水平。
Abstract:Objective：To analyze the causes of medical complaints accepted by a certaingrade-A tertiarychildren’s hospital and put forward countermeasures and suggestions. Methods：The government hotline complaints accepted by the medical department from 2018 to 2020 were sorted out，and the causes and changes of complaints were analyzed from the perspectives of medical complaint rate，medical quality and doctor-patient communication. Results：From 2018 to 2020，the medical complaint rate will decrease year by year，with an average complaint rate of 1.5/10，000.Medical quality has gradually become the primary cause of complaints，accounting for 50.5% in 2020.The proportion of complaints about communication problems between doctors and patients remained unchanged at about 12.5%. Conclusion：Analyze the causes of complaints，actively take improvement measures to improve the service level of the hospital.
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张 沁,吴 艳,李承益.某三甲儿童医院2018年-2020年医疗投诉原因分析及对策研究[J].江苏卫生事业管理,2021,32(9):1170-1172.
ZHANG Qin,WU Yan,LI Chengyi.Cause Analysis and Countermeasures of Medical Complaints in a Certain Grade-A Tertiary Children’s Hospital from 2018 to 2020[J].Jiangsu Health System Management,2021,32(9):1170-1172.
张 沁,吴 艳,李承益.某三甲儿童医院2018年-2020年医疗投诉原因分析及对策研究[J].江苏卫生事业管理,2021,32(9):1170-1172.
ZHANG Qin,WU Yan,LI Chengyi.Cause Analysis and Countermeasures of Medical Complaints in a Certain Grade-A Tertiary Children’s Hospital from 2018 to 2020[J].Jiangsu Health System Management,2021,32(9):1170-1172.
