Objective:To explore the current situation and causes of medical complaints and disputes, and put forward effective measures to continuously improve the quality of hospital medical treatment and management. Methods:The data of medical complaints and disputes in our hospital in the first half of 2018 were collected, and the status quo and causes of medical complaints and disputes were analyzed by statistical software. Results:The situation of medical complaints in our hospital was still grim;The incidence of surgical disputes was the highest;The reasons for the top 3 complaints of medical complaints were not in place in the perioperative management, irregular diagnosis and treatment, and the implementation of the core system was not in place. Conclusion:The medical management system of our hospital still needs to be improved continuously. Strengthening the basic quality management and improving the technical level and legal awareness of medical staff can effectively prevent medical complaints and disputes and medical accidents.%目的:探讨医疗投诉纠纷发生现状及成因, 提出有效措施, 持续改进医院的医疗及管理质量.方法:收集某医院2018年上半年医疗投诉纠纷的数据, 利用统计软件分析医疗投诉纠纷现状及原因.结果:该院医疗投诉纠纷形势依旧严峻;外科的纠纷发生率最高;排在前3位的医疗投诉纠纷原因分别为围手术期管理不到位、诊疗行为不规范、核心制度落实不到位.结论:医疗管理体系仍需不断完善, 加强基础质量管理, 提高医务人员的技术水平和法律意识, 可有效防范医疗投诉纠纷及医疗事故发生.
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