| [Background]According to a survey of the Chinese hospital association statistics, after "byelaw of medical accident treatment" was issued, patients complaints in the national all kinds of hospitals was increased, up 22.9% on average. Complaint is the result of the imbalance between patients’ expectations and hospital services; it reflects the demand and satisfaction of medical quality and service level among patients. The complaint is a valuable and low cost of information resources. Therefore, analyzing the reasons of complaints in time, treating medical complaints properly, to increase satisfaction of patients, improve the image of hospital, reduce the occurrence of medical disputes, and to improve the medical services quality of hospital and has a great role in promoting the management level.[Objectives]The complaint data of hospital was analyzed in 2007～2014 years, to understand the overall situation of the hospital complaint, object and the method of complaints, analyze the cause of medical complaints, master complaint management status. And self-designed questionnaire, understand the overall evaluation of hospital services in hospitalized patients, evaluation of the effect of hospitalization, and attitude to the outpatient service satisfaction, reception to the medical personnel situation assessment, the nursing staff service attitude are satisfied, and so on, investigate complaints intention of hospitalized patients, to explore the influence factors of patients complaint intention, find out the problems and the insufficiency, to provide basis for developing scientific and rational hospital complaints management model.[Methods]The data was analyzed by using Excel2003, SPSS 16.0. Composing was analyzed by using statistical description (frequency distribution) and rate was compared by using chi-square test.[Results]1 The analysis of complaints situation among hospitalized patients from 2007 to 20141.1 The overall situationThere were 216 complaints cases of hospitalized patients from 2007 to 2014. There was an upward trend in the number of complaints among hospitalized patients from 2007 to 2009, the number of complaints dropped to a lower level in 2010, then presented the rising trend, the number of complaints was peak (42 cases, accounted for 19.4%) in 2013.1.2 Time distributionThe complaints number of hospitalized patients was higher in January from 2007 to 2014, after the fall, the number of complaints from February to may had been gradually rising trend, then a downward trend in June, after the rise to reach the highest level in August (25 cases, accounting for 11.6% of the year),9-12 months hadbeen gradually decline, the number of complaints in December was the lowest (11 cases, accounting for 5.1% of the year). The seasonal distribution orders of complaints among hospitalized patients from high to low were:summer> spring> autumn> winter.1.3 DepartmentThe top five departments of complaints were orthopedics, gynecology and obstetrics, pediatrics, respectively neurosurgery, and general surgery from 2007 to 2014. Among them, the highest percentage of complaints was orthopaedics, accounted for 15.7%; obstetrics and gynecology was second, accounted for 14.4%.1.4 The reasons of complaintsDiagnosis and treatment technology accounted for 78.7%, nursing technology accounted for 9.7%, service attitude accounted for 5.6%.1.5 Complaints wayThere were three ways of complaint:the face to face complaints, the telephone complaints, and the judicial complaints from 2007 to 2014. Among them, the complaint of face to face accounted for 90.7%.1.6 Complaint handlingThe solution of administrative mediation accounted for 80.6%, the solution of department t negotiation accounted for13.9%, the solution of judicial accounted for 4.2%, and other (unexplained withdrawal of the suit dropped) accounted for 1.4%.2. Analysis on complaint intention of hospitalized patients in 20142.1 The complaint intention of hospitalized patients in 2014402 cases of hospitalized patients were investigated from June to December in 2014, and 66 patients of hospitalized choosed complainting, which was 66 cases of hospitalized patients had complaint intention, accounted for 16.4%.2.2The comparison of complaint intention between the different departmentsThe complaint intention had statistically significant difference between different departments (χ2=40.687, P=0.000). Among them, the complaint intention in dental was highest, accounted for 50.0%.2.3 The comparison of complaint intention between the different medical reasonThe complaint intention had statistically significant difference between different medical reason (χ2=29.140, P=0.000). Among them, the complaint intention of fixed-point medical reasons was highest, accounted for 50.0%.2.4 The comparison of complaint intention on the overall evaluation of hospitalsThe complaint intention had statistically significant difference on the overall evaluation of hospitals (χ2=90.646, P=0.000). Among them, the complaint intention of hospitalized patients which were not satisfied with the hospital services was highest, accounted for 100.0%.2.5 The comparison of complaint intention between the different service attitudes of medical staffThe complaint intention had statistically significant difference between the different service attitudes of medical staff (χ2=24.273～79.347, P=0.000). Among them, the complaint intention of hospitalized patients which were not satisfied with service attitudes of medical staff was highest.2.6 The comparison of complaint intention between the different medical services of medical staffThe complaint intention had statistically significant difference between the different medical services of medical staff (χ2=14.576～105.393, P=0.000). Among them, reception situation of medical staff when entering the room was worst, and the complaint intention of hospitalized patients was higher. The medical staff can’t answer patiently treatment problems which were putd forward by hospitalized patients, the competent physicians did not discuss treatment, and the hospitalized patients were not satisfied with the work on the night shift of doctors and nurses, and the complaint intention of hospitalized patients was higher. The diagnosis and treatment technology of physicians was better, and the complaint intention of patient was lower. The hospitalized patients were satisfied with the treatment or considerations, the hospitalized patients thought the results should be cured after hospitalization, and the complaint intention of hospitalized patients was lwer.2.7 The comparison of complaint intention between the different nursing services of nursing staffThe complaint intention had statistically significant difference between the different nursing services of nursing staff (χ2=29.253～95.509, P=0.000). Among them, the puestion, "when you call, the nurse can go to the bed in time and the process whether satisfied or not" which choosed "satisfied", the complaint intention of hospitalized patients accounted for 12.5%; which choosed " general ", the complaint intention of hospitalized patients accounted for 40.0%. "The measures of medical nursing whether satisfied or not" which choosed "satisfied", the complaint intention of hospitalized patients accounted for 11.5%; which choosed " basic satisfaction", the complaint intention of hospitalized patients accounted for 35.7%. The hospitalized patients were more satisfied with making an injection and pulling the needle for nurse, the complaint intention of hospitalized patients was lower. The nurse often circuited unit, when sending medicine the nurse guided taking medicine on time, heard details of the matters needing attention in hospital/visit, and received health education, the complaint intention of hospitalized patients was lower.2.8 The comparison of complaint intention between the different hospital managementThe complaint intention had statistically significant difference between the different hospital management (χ2=7.368～86.293,P=0.000～0.025). Among them, understand their own pay health care costs; understand the application of expensive drug, understand the special inspection, the complaint intention of hospitalized patients was lower. The cultivation quality of hospital staff was higher; the complaint intention of the patien was lower.[Conclusions]1. The time of patients’ complaints focused on August, diagnosis and treatment technology was the main complaint cause, face to face complaint was the main way of complaint, and the solution of administrative mediation was the main processing method.2. The influences on complaint intention of hospitalized patients were the service attitude of medical staff, the services technology of medical care, hospital management, and the logistics managemen and so on.3. We should improve service attitude of medical staff, improve the service technology of medical care, strengthen the logistics management of hospital, and effectively reduce the complaints level of hospitalized patients.[Suggestions]1. We should view the complaints of patients correctly, strengthen communication of the doctor-patient, informed the illness, treatment method, the development of the disease, the needing attention of matters, gross cost and alternative of patients in detail, let patients (relative) know the entire process, improve the complaint way, achieve the purpose of reducing and preventing the medical disputes.2. Strengthen staff training, regular organize department and the relevant professional learning business knowledge, know the latest medical technology, standardize medical record writing, improve doctor-patient communication skills, deepen the service consciousness.3. To strengthen the supervision department functions. Thorough clinical departments, looking for less than, the occurrence of medical disputes and department and the medical staff are tied to assessment, promotion, etc, to take one ticket is overruled make, for the year did not significantly reduce medical disputes or doctor-patient dispute department, to give praise. |
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