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目的:分析甘肃省中医院门诊患者提出的意见种类成因和建议,为门诊医疗质量管理改善提供依据,以进一步提高门诊服务水平和患者满意度。方法:调查分析2009年1～12月门诊部接待的214人的投诉资料。结果:患者对医务人员服务态度的意见最多,占65.74%,对医护人员工作态度造成的意见占21.30%,其他意见占12.01%。结论:医院要转变服务观念和意识,改善服务态度和就医环境,提供人性化服务,加强医护人员法律法规的学习和职业道德教育,以减少医疗投诉的发生。
OBJECTIVE: To analyze the causes and suggestions of the types of opinions raised by outpatients in Gansu Provincial Hospital of Traditional Chinese Medicine to provide evidences for the improvement of outpatient medical quality management so as to further improve the outpatient services and patient satisfaction. Methods: The investigation and analysis of complaint data of 214 people received by outpatient department from January to December in 2009. Results: The patients had the most opinion on the service attitude of the medical staff, accounting for 65.74%, the opinions on the working attitude of the medical staff were 21.30%, and the other opinions accounted for 12.01%. Conclusion: The hospital should change the concept of service and awareness, improve service attitude and medical environment, provide humanized services, strengthen the study of medical laws and regulations and professional ethics education to reduce the occurrence of medical complaints.