An analysis of medical complaints from 278 hospitalized patients / 重庆医学

ABSTRACT

Objective To analyse the causes of medical complaints ,seek methods to prevent medical disputes .Methods All medical complaints were collected and analyzed retrospectively in 2011 .Results In 278 medical complaints ,there were 161 (57 .91% ) complaints by telephone ,101 (36 .33% ) complaints by hospital electronic touch screen ,16 (5 .76% ) complaints by E-mail;the top three complaint departments were vasculocardiology department 33(11 .87% ) ,department of gynaecology and obstet-rics 29(10 .43% ) ,urology department 26(9 .35% ) ,respectively ;the top three complaint reason were poor doctor-patient communi-cation 101(36 .33% ) ,poor service level 69(24 .82% ) and ward disadvantaged 45(16 .19% ) ,respectively .Conclusion Prevention of medical complaints of the most important measures is to improve the skill of doctor-patient communication and technical level of medical staff .Furthermore ,hospital should strengthen the construction of infrastructure .