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目的 分析口腔医疗服务投诉原因以便针对性地解决医患矛盾。方法 收集近两年门诊病人投诉案例共 2 39例 ,并进行分析。结果 医疗投诉有明显增加趋势 (P <0 0 1) ,并与经济利益密切相关 ,处理复杂。但多数是由于医患沟通不够引起 ,不构成医疗事故。结论 针对目前口腔医疗服务投诉的特点 ,应强化医院内部管理 ,加强医德医风教育和业务教育 ,增强服务意识 ,提高医疗质量 ,重视法制教育 ,增强自我保护意识
Objective To analyze the causes of oral medical service complaints so as to solve contradictions between doctors and patients in a targeted manner. Methods A total of 239 cases of outpatient complaints in the past two years were collected and analyzed. Results There was a significant increase in medical complaints (P < 0 01) and it was closely related to economic benefits. The handling was complicated. However, most of them are caused by insufficient communication between doctors and patients and do not constitute medical accidents. Conclusion According to the current characteristics of oral medical service complaints, hospital internal management should be strengthened, medical ethics education and business education should be strengthened, service awareness should be enhanced, medical quality should be improved, legal education should be emphasized, and self-protection awareness should be strengthened.