儿科门诊投诉的原因分析与改进措施

采用回顾性分析法，对2019年1月~2021年12月儿科门诊投诉进行统计分析。2019年~2021年儿科门诊投诉率呈现先下降后缓慢上升趋势，由2019年7.75/万降至2020年6.22/万，到2021年又上升为6.34/万。儿科门诊投诉例数与其门诊量呈正相关(r=0.568 8，P < 0.001)。282例投诉中，医生少、患者原因及候诊时间长是主要投诉点。对工作态度问题的投诉中，医生是主要被投诉人员。为有效减少儿科门诊投诉，对儿科门诊暴露出来的问题认真落实整改，从医院、工作人员及患者层面采取切实可行的措施，践行儿科门诊投诉闭环管理模式，做到“事事有回音，件件有落实”，努力增强患者就医满意度和获得感。

Causes of Complaints and Improvement Measures in Pediatric Outpatient

The retrospective analysis was used to analyze the statistics of pediatric outpatient complaints from January 2019 to December 2021. From January 2019 to December 2021, the complaint rate of pediatric outpatient decreased first and then slowly increased, from 7.75 per 10 000 in 2019 to 6.22 per 10 000 in 2020, and the complaint rate was 6.34 per 10 000 in 2021. There was a positive correlation between the number of complaints and the number of pediatric outpatients(r=0.568 8, P < 0.001). Among the 282 complaints, inadequate number of doctors, patients' reasons and long waiting time were the main reasons for pediatric complaints. Doctors are complained in most cases of work attitude complaints. Practical improvements need to work on hospitals, doctors-nurses, and patients to reduce pediatric outpatient complaints. Closed-loop management model is recommended to ensure answers and improvements to all complaints, therefore enhance patients' satisfaction and acquisition.