目的通过分析我院骨科系统发生的231例纠纷的特点及原因，为今后骨科系统防范医疗纠纷提供参考。方法对2010年1月-2012年12月发生的231例医疗纠纷进行分类统计，按沟通缺陷、并发症、医疗缺陷、服务态度、服务流程及责任心不强、其他分六大类。结果2010-2012三年有效投诉例数分别为：93例，76例，62例；231例医疗纠纷案例中沟通缺陷74例，并发症61例，医疗缺陷66例，服务态度、服务流程及责任心不强19例，其他11例。结论我院骨科系统医疗纠纷中沟通缺陷占首位，其次为并发症和医疗缺陷。定期对纠纷的原因进行汇总分析，对预防纠纷的发生具有十分重要的意义。%Objective:To analyze the characteristics and causes of 231 medical dispute cases in the orthopedics department of our hospital to provide references for prevention of further medical disputes in the orthopedics department. Methods:231 medical disputes that happened from January 2010 to December 2012 were classified into 6 categories:miscommunication, complications, medical defect, service attitude, poor service process and lack of responsibility, and others. Results:93, 76 and 62 valid complaints were filed in 2010, 2011 and 2012 respectively. The medical disputes were constituted of 74 cases of miscommunication, 61 cases of complications, 66 cases of medical defects, 19 cases of poor service process and lack of responsibility, and 11 cases of others. Conclusion: Miscommunication is the leading cause of medical disputes in the orthopedics department, followed by complications and medical defect. Routine summary and analysis of root causes of medical disputes is of significant importance for prevention of medical disputes in the future.
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