| 摘要: |
目的
建立门诊患者投诉“全记录”制度，引入组织学习机制，不断改进服务质量。方法 2010年1—12月，在某门诊部记录所有患者的口头和书面投诉，对被记录的事件进行根本原因分析。结果（1）门诊投诉率为0.27‰；（2）平均每22.3例投诉就包含1例对患者造成直接身体伤害的事件；（3）大多数投诉涉及到个人，医生被投诉率最高，为44%；（4）被投诉3次及以上的医生占医生总数的17.6%，与其相关的投诉案例占总投诉量的20.9%。结论 尽管患者倾向于投诉个人，但是造成问题的原因主要依然归结于系统因素。建立门诊患者投诉“全记录”制度有利于早期发现患者安全隐患，加强针对系统的患者安全保障措施。 |
| 关键词: 门诊 患者投诉 医院 |
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| Root Cause Analysis of a “Complete Record” of Patients’ Complaints in an Outpatient Department |
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| Abstract: |
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Objective
To develop a “complete record” of patients’ complaints in an outpatient department so that organizational learning could be introduced to enforce continuing quality improvement. Method From January to December，2010，all oral and written patients’ complaints were recorded. Root cause analysis was performed in the complaints. Result (1) Patient complaints comprised 0.27‰ visits to the department；(2) One case of physical harm was reported in every 22.3 patient complaints；(3) Most complaints identified individual providers，with doctors most likely (44%) being complained；(4) Among the doctors who were complained，17.6% were complained 3 times or more，which contributed to 20.9% of the total complaints. Conclusion Although patients tend to identify individual providers in their complaints，the main causes of the complained events are associated with system issues. A “complete record” of patient complaints enables early detection of patient safety risk，which will provide evidence for effective actions towards a safer patient care system. |
| Key words: outpatient,patient complaint,hospital |
