摘要
从投诉视角出发,以昆明市某三甲医院2016—2018年投诉数据为例,通过数据预处理剔除空值数据和不合理字段,对投诉原因分类。基于数据分析的方法对投诉数据进行分析,挖掘出医疗投诉中女性比例更高,多数投诉地点在现场,投诉时间多集中于冬春季节,投诉原因多为怡情性和响应性原因,投诉处理时限多在5 d内,投诉类型多为帮助建议。根据得出的结果,提出提供医疗服务时注重性别差异、重视冬春换季时期的医疗服务质量、加速医疗服务响应时间、提供人性化医疗服务、更高效地处理医疗投诉事件、提升医师沟通技巧等改善医疗服务质量的措施。
From the perspective of complaints,taking the 2016—2018 complaint data of a third-class hospital in Kunming City as an example,the data preprocessing is used to eliminate the null data and unreasonable fields,and the reasons for the complaint are classified.Based on the analysis of the data analysis method,the complaint data is analyzed,and it is found that the proportion of women in medical complaints is higher.Most of the complaints are at the scene.The complaints are mostly concentrated in winter and spring.The reasons for complaints are mostly empathy and responsive.Complaint handling the time limit is mostly within 5 days,and the complaints are mostly suggestions for help.Based on the results obtained,it is proposed to pay attention to gender differences when providing medical services,pay attention to the quality of medical services during the winter and spring seasons,accelerate the response time of medical services,provide humanized medical services,handle medical complaints more efficiently,and improve physician communication skills,etc.Measures to improve the quality of medical services.
作者
王钦
徐建新
刘超
WANG Qin;XU Jian-xin;LIU Chao(Faculty of Management and Economics,Kunming University of Science and Technology,Kunming 650093,China;School of Metallurgy and Energy Engineering,Kunming University of Science and Technology,Kunming 650093,China;The First People’s Hospital of Yunnan Province,Kunming 650032,China)
出处
《科技和产业》
2021年第5期178-184,共7页
Science Technology and Industry
基金
云南省万人计划(KKRD201908105)。
关键词
投诉
医疗服务质量
数据分析
反馈整改
complaint
quality of medical service
data analysis
feedback rectification
