紧急创伤后的投诉分析:一项回顾性研究
Mengzhe Qin1, Xueshang Su1, Fangxin Guo2
1Department of Cosmetic Injection Center, Plastic Surgery Hospital, Chinese Academy of Medical Sciences and Peking Union Medical College.
The Journal of craniofacial surgery
|December 16, 2025
概括
大多数紧急创伤合投诉都源于医院管理和医生患者关系,而不是临床护理. 解决这些非临床因素是提高患者满意度和有效解决医疗纠纷的关键.
科学领域:
- 公共卫生 公共卫生
- 医疗管理医疗管理
- 患者的满意度 患者的满意度
背景情况:
- 紧急创伤管理是一个全球公共卫生问题.
- 分析术后的投诉对于提高患者满意度至关重要.
- 这项研究回顾性地检查了来自紧急创伤接的医疗纠纷.
研究的目的:
- 调查紧急创伤 suturing后患者投诉的根本原因.
- 了解患者的需求,并确定改善服务的领域.
- 分析六年来医疗纠纷的趋势.
主要方法:
- 使用微软Excel进行描述性分析,用于数据组织.
- 使用Reader等人对投诉进行分类. 这是标准化的编码方法.
- 使用SPSS软件进行千平方测试,以评估投诉解决效率趋势.
主要成果:
- 记录了86起医疗纠纷,投诉人数同比增长.
- 投诉主要涉及医院管理 (44.19%) 和医生患者关系 (32.56%),而不是临床问题 (23.26%).
- 关键的子类别包括治疗 (31.15%) 和安全事件 (24.59%);大多数投诉都在一周内得到解决.
结论:
- 紧急创伤 suturing 后的患者不满在很大程度上是由医院管理和人际关系动态驱动.
- 官僚主义,财务问题和员工态度在很大程度上导致了投诉.
- 专注于非临床方面,如医院管理和沟通,对于改善患者体验至关重要.
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