Analysis of Non-iatrogenic Complaint in General Hospital Inpatients and Its Preventive Measures_West China Medical Journal

Authors：

 LIqing ¹ , TIANFen-li ² ,  DINGSi-qin ³ , WANGDuo ³

1. Department of Research Quality Management, No. 521 Hospital of China Weapon Industry, Xi'an, Shaanxi 710065, P. R. China;
2. Department of Surgery, the Second Affliated Hospital of Xi'an Medical University, Xi'an, Shaanxi 710038, P. R. China;
3. Department of General Surgery, the Second Affliated Hospital of Xi'an Medical University, Xi'an, Shaanxi 710038, P. R. China;

Corresponding author：

DINGSi-qin, Email: dingsiqin@qq.com

Keywords：

Non-iatrogenic complaint; Reason for complaint; Preventive measures

DOI：

10.7507/1002-0179.20150383

Video：

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Objective To analyze the reasons for Non-iatrogenic Complaint in general hospital inpatients and its preventive measures. Methods We analyzed 338 cases of non-iatrogenic complaint from January 2008 to December 2013 in two tertiary hospitals. Results Complaint for poor service attitude of medical personnel and poor communication between doctors/nurses and patients accounted for 86.1% and 62.4% respectively. Complaint for poor hospital management accounted for 46.2%. Non-iatrogenic complaint which appeared in the form of medical dispute complaint due to technical factors accounted for 20.1%. The first five departments being complained were Emergency Department, Pediatrics Department, Obstetrics Department, Osteology Department, Cardiology Department, respectively. Among all complaint, the proportion of complaint from emergency patients exceeded that from nonemergency patients. The proportion of complaint from patients whose duration of hospitalization exceeded two weeks were much more than that from patients whose duration of hospitalization was less than two weeks. The proportion of complaint from patients whoes frequency of hospitalization within one year was more than two times exceeded that from patients whose frequency of hospitalization within one year was less than two times. The proportion of complaint from patients who earned their high school diploma exceeded that from patients who droped out of their high school. The proportion of complaint from town patients exceeded that from rural patients. The proportion of complaint from patients under 45 years old was more than that from patients ≥ 45. Conclusion More weight and strengthen should be placed on doctor-patient communication in clinical practice. Humane medical service deserve special emphasis and the patientcentered service idea should also be established, so that non-iatrogenic complaint may be reduced.

Citation： LIqing, TIANFen-li, DINGSi-qin, WANGDuo. Analysis of Non-iatrogenic Complaint in General Hospital Inpatients and Its Preventive Measures. West China Medical Journal, 2015, 30(7): 1327-1330. doi: 10.7507/1002-0179.20150383 Copy

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12.	刘龙秀. 标准操作程序在门诊预检分诊质量管理中的应用研究[J]. 实用临床医药杂志, 2012, 16(18):101-103.
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1. 叶小萍, 郭仙斌. 急诊科预检分诊工作的意义和分诊技巧[J]. 福建医药杂志, 2008, 30(1):152.
2. 邢婧, 靳杭红, 任欢. 如何培养门诊护士的职业素质[J]. 医学信息:中旬刊, 2011(6):2706.
3. 宋霞, 黄梅. 综合医院门诊预检分诊存在的问题及改进措施[C]//全国门急诊护理学术交流会议论文汇编. 北京:中华护理学会, 2011:3.
4. 朱蓓, 姜梅, 王芝, 等. 改良早期预警评分在心脏科门诊预检分诊中的应用[J]. 护士进修杂志, 2013, 22:2031-2032.
5. 马培志, 陈传亮, 杨晓红. 大型综合性医院门诊特点及对策分析[J]. 现代医院管理, 2012, 10(5):51-53.
6. 中华人民共和国卫生部. 2012年1季度全国医疗服务情况[EB/OL]. (2012-05-16)[2013-12-28]. http://www.moh.gov.cn.
7. 季秀玲, 庞秀英, 王丽群, 等. 老年急腹症 49例超声诊断及误诊分析[J]. 中国误诊学杂志, 2011, 11(25):6174.
8. 梁秋. 急腹症的预检分诊及护理观察[J]. 中国医学创新, 2012, 9(30):52-53.
9. 李念, 刘姿, 李宁秀, 等. 门诊患者对就诊信息知晓与依从情况影响因素研究[J]. 华西医学, 2013, 28(4):602-604.
10. 李晓滢, 王渭莲, 梁红, 等. 门诊患者候诊需求的调查分析与对策[J]. 中华医院管理杂志, 2000, 16(12):734.
11. 任芳. 门诊患者常见的心理问题及应对策略[J]. 中国实用护理杂志, 2010, 26(33):39-40.
12. 刘龙秀. 标准操作程序在门诊预检分诊质量管理中的应用研究[J]. 实用临床医药杂志, 2012, 16(18):101-103.
13. 谭明英, 罗敏, 吕凤琼. 门诊患者不同就诊时段需求特点及对策[J]. 华西医学, 2011, 26(10):1566-1567.
14. 司马欣元, 王亚平. 综合医院门诊分诊服务存在的缺陷及对策[J]. 湖南中医药大学学报, 2010, 30(4):69-70.

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West China Medical Journal

Analysis of Non-iatrogenic Complaint in General Hospital Inpatients and Its Preventive Measures

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