目的 分析军队某三甲医院门急诊患者医疗投诉和医疗纠纷分布情况,为改善医疗服务、提高医疗质量和患者满意度提供参考依据.方法 采用回顾性调查研究方法,收集整理2013年12月至2016年11月间,军队某三甲医院经医管部门和医患双方认定的门急诊医疗投诉78件,采用描述性统计分析方法分析投诉率、被投诉科室、投诉人特征、投诉原因、最终处理结果等分布情况.结果 门急诊平均投诉率为0.524/10万;专科、外科、内科被投诉最多,占75.6％;中年患者及复诊患者投诉最多;患者因为诊治问题投诉的最多,占61.54％;纠纷转化比为23.08％.结论 门急诊投诉率较为稳定,“整形美容”科室成为投诉纠纷高发科室,中年及复诊患者成医疗投诉高发人群.%Objective To analyze the distribution of medical complaints and medical disputes among the patients in a top military hospital and to provide reference for improving medical services,medical quality and patient satisfaction.Methods Based on a retrospective investigation and research method,the data of 78 cases of medical complaints in the outpatient and emergency departments between December,2013 and November,2016 was collected.Meanwhile,the distribution of complaint rates,the complained departments,the complain characteristics,the causes of complaint and the final results were analyzed by descriptive statistics.Results The average outpatient and emergency complaint rate was 0.524/100000.Notably,specialty,surgery and internal medicine were the most complained cases,accounting for 75.6％;the middle-aged and follow-up of patients complained mostly;patients complaint was mainly due to the diagnosis and treatment,accounting for 61.54％;the ratio of dispute conversion was 23.08％.Conclusion The complaint rate in the outpatient and emergency departments is relatively stable.The plastic surgery has become the high incidence department of complaints and disputes.Middle-aged and follow-up patients have become high-risk groups for medical complaints.
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