Hot spot analysis of outpatient complaints on medical quality and safety in a hospital / 中华医院管理杂志

ABSTRACT

Objective:To analyze the hot spots complained by outpatients in a tertiary hospital, so as to provide a basis for improving patients′ medical experience and the quality of medical service and medical safety.Methods:The data were selected from the outpatient complaint information severity of a tertiary hospital from November 1, 2020 to April 30, 2021. Complaints were classified and graded with severity. The hot spots of erious plaints and high-risk hidden events were analyzed. The database was established by double entry method. The data were analyzed with descriptive statistic, and the correlation among variants was tested by chi-square.Results:A total of 4 160 valid complaints involving 6 340 questions were included. In terms of the complaint departments and problems, clinical departments(3 682, 88.51%) and environment problems(2 451, 38.66%) accounted for the highest proportions respectively. There was a correlation between the severity of complaint and medical treatment( P<0.001). The distributions of severe complaints in each type of problems were significantly different( P<0.001). In terms of severe complaints, listening and communication(62, 26.38%)accounted for the highest proportions. A total of 161 complaints were in line with definitions of " high-risk hidden incidents" , of which environment-related problems topped the rest, accounting for 45.24%. Conclusions:Outpatient complaints of the tertiary hospital mainly focused on the admission and diagnosis sectors of clinical departments, mostly on environment, listening and communication. In the future, the hospital should focus on optimizing the outpatient environment and establish an effective doctor-patient communication mechanism for better doctor-patient relationship, to avoid occurrence of high-risk hidden events, and improve both medical service quality and safety.