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目的:探讨放射科医疗服务投诉原因和实施防范管理的效果。方法:随机抽取2014~2016年在医院放射科进行检查的144例患者为研究对象,根据年度分为对照组和观察组,每组72例。对照组(2014年3月~2015年3月)采用传统医疗服务,观察组(2015年4月~2016年4月)实施防范管理,比较两组投诉事件的主要原因、总发生率和医疗服务质量评分情况。结果:观察组服务态度不佳占1.39%,检查单问题为零,等待时间过长占1.39%,投诉事件总发生率为2.78%,服务态度评分为(86.33±10.25)分,业务能力评分为(83.21±5.42)分,医疗环境评分为(90.76±10.13)分,沟通能力评分为(87.11±11.25)分,均明显优于对照组(P<0.05)。结论:将防范管理用于放射科医疗服务,能够改进工作中的不足,优化医疗服务流程,明显提高服务质量,满足患者期望,减少投诉事件发生,有助于改善医患关系。
OBJECTIVE: To investigate the reasons for the complaints of radiological medical services and the effect of implementing preventive management. Methods: A total of 144 patients were randomly selected from the hospital radiology department from 2014 to 2016. According to the year, they were divided into control group and observation group, 72 cases in each group. The control group (March 2014-March 2015) adopted traditional medical services, and the observation group (April 2015-April 2016) implemented preventive management. The main causes of the two groups of complaints were compared, and the overall incidence and medical services Quality Score. Results: The poor attitude of the observation group accounted for 1.39%, the questionnaire was zero, the waiting time was 1.39%, the total incidence of complaints was 2.78%, the service attitude score was (86.33 ± 10.25) points, the service ability was (83.21 ± 5.42) points, the medical environment score was (90.76 ± 10.13) points and the communication ability score was (87.11 ± 11.25) points, which were significantly better than the control group (P <0.05). Conclusion: The use of prevention management in radiology medical services can improve the medical service process, improve the service flow, improve the quality of service, meet the expectation of patients, reduce the incidence of complaints and improve the doctor-patient relationship.