摘要
目的 分析临床检验投诉产生的原因及制定预防措施.方法 分阶段总结2008年7月～2009年12月检验科完成1 370 475项临床检验项目检测工作中采集的507件投诉,分析原因,制定预防措施,比较连续三个阶段投诉事件发生率,评定制定预防措施有效性可行性.结果 第一时段2008年7～12月,第二时段2009年1月～6月,第三时段2009年7月～12月,三阶段中投诉主要有8种,占93.49%,排列顺序为：检验结果不准确（24.06%）、增加检验项目（17.16%）、报告不及时（11.64%）、接受标本时检验人员态度恶劣（10.65%）、真空管使用过多（10.06%）、拒绝提供检验结果咨询（7.30%）、报告单应及时送达（7.10%）、漏记细菌鉴定和药敏费用（5.52%）,针对投诉原因制定预防措施,三阶段投诉事件发生率分别为9.57/万、3.40/万、1.01/万,持续降低,差异显著（χ^2＝407,P〈0.001）.前8种投诉在不同阶段排列不同,投诉最多的第一阶段为＂检验结果不准确＂、第二阶段为＂增加检测项目＂、第三阶段为＂采集用的真空管数量多＂,应加强该投诉事件的预防.结论 分析投诉的原因,制定行之有效地预防措施,可进一步规范检验流程,提高检验质量和服务质量,完善质量管理体系.
Objective To analyse the causes of complaints of the clinical laboratories and establish preventive measures. Methods During from July 2008 to December 2009,the clinical laboratory finished 1 370 475 laboratory tests and received 507 complaints ,analyse the causes and establish preventive measures. Comparison follow the incidence of complaints of three consecutive stages ,evaluation the feasibility of developing the effectiveness of preventive measures. Results At the first period,during from July to December 2008,the second period during from January to June 2009,the third period during from July to December 2009, 8 kinds complaints of three-stage,accounting for 93.49%,as follow：no tes： results （24. 06%）,increasing test project （17.16%）,the report was not timely （11.64%）,bad attitude when they accepted specimens （10.65%） ,excessive use of vacuum tubes （10.06%） ,refused to provide inspection results consulting （7.30%） ,reports should be sent in time （7.10%）,omission bacterial identification and susceptibility costs （5.52%）,establishing preventive measures against the complainants ,complaint rate of the three stages was 957/million, 340/million, 101/million ,respectively continued to reduce and the difference was significant （χ^2=407,P〈0. 001）. Top 8 Complaints had different arrangement at different stages,the first phase of most complaints was＂test results were not accurate＂,the second phase was ＂increasing test project＂ and the third phase was ＂collected more than the number of used vacuum tubes＂,strengthened preventive, incident of complaints. Conclusion Analysing the causes of complaints of the clinical laboratories and establishing effective preventive measures could further regulate the inspection process,improve test quality and service quality, improve the quality management system.
出处
《现代检验医学杂志》
CAS
2011年第2期149-152,共4页
Journal of Modern Laboratory Medicine
关键词
临床检验
投诉
原因
预防措施
clinical laboratories
complaints
reasons
preventive measures
