摘要
目的应用PDCA循环的方法对我院的医疗投诉进行持续质量改进,提高我院医疗投诉的管理方法和质量,缓解我院医疗投诉和医疗纠纷的压力。方法对我院2017年1月-12月、2018年1月-12月和2019年1月-12月的医疗投诉情况进行总结和分析,同时对2019年实施持续质量改进后的医疗投诉情况和2018年的作对比分析。其中投诉比例最高的医患沟通投诉单独对医务工作者按照《卡尔加里剑桥指南》进行培训并对培训前后的LCSAS评分结果作分析。结果2019年对比2018年治疗类投诉赔偿下降(p<0.05),医生培训前后对比沟通能力提高(p<0.05)。结论实施持续质量改进后,我院医务工作者服务意识得到了加强,我院医疗投诉的数量及医疗纠纷赔偿数量得到了一定的改善。
Objective To apply the PDCA cycle method to continuously improve the quality of medical complaints in our hospital,improve the management methods and quality of medical complaints in our hospital,and relieve the pressure of medical complaints and medical disputes in our hospital.Methods To summarize and analyze the medical complaints in our hospital from January to December 2017,from January to December 2018,and from January to December 2019.At the same time,the medical complaints and the status of medical complaints after the implementation of continuous quality improvement in 2019 were summarized and analyzed compared with that in 2018.Among them,the doctor-patient communication complaint with the highest proportion of complaints separately trained medical workers in accordance with the Calgary Cambridge Guidelines and analyzed the LCSAS scoring results before and after the training.Results Compensation for treatment complaints decreased in 2019 compared with 2018(p<0.05),and doctors'communication skills before and after training improved(p<0.05).Conclusion After the implementation of continuous quality improvement,the service awareness of medical workers in our hospital has been strengthened,and the number of medical complaints in our hospital and the amount of compensation for medical disputes have been improved to a certain extent.
作者
李文
计光跃
王瑱
徐赞新
沈家勇
谢淑敏
LI Wen;JI Guang-yue;WANG Zhen;XU Zan-xin;SHEN Jia-yong;XIE Shu-min(General Reception Office of Shanghai Tenth People's Hospital Affiliated to Tongji University,Shanghai,200072 China)
出处
《中国卫生产业》
2021年第12期64-66,共3页
China Health Industry
