摘要
目的:通过对江西省部分医疗机构投诉管理的现状情况进行调查分析,了解医疗机构投诉管理情况,为做好今后医疗机构投诉管理的监管提供依据和思路。方法:对651家医疗机构投诉管理的有关数据进行描述性分析。结果:医疗机构投诉管理逐年完善,但部分医疗机构未制定重大医疗纠纷事件应急处置预案、未开展过重大医疗纠纷事件应急处置预案相关的宣传、培训和演练、未将投诉管理纳入患者安全管理体系、未建立投诉接待制度。结论:要依法依规做好医疗机构投诉管理,落实“首诉负责制”,细化完善重大医疗纠纷事件应急处置预案,建立健全投诉处理工作制度,定期梳理医患纠纷,预防医疗纠纷。
Purpose: Through investigation and analysis of the status quo of complaint management in some medical institutions in Jiangxi Province, to understand the complaint management of medical institutions, and to provide basis and ideas for the supervision of complaints management in medical institutions in the future. Methods: Descriptive analysis was conducted on the data of complaint management in 651 medical institutions. Results: The complaint management mechanism of medical institutions has been improved year by year, but some medical institutions have not formulated emergency response plans for major medical disputes, have not carried out publicity, training and drills related to emergency response plans for major medical disputes, have not incorporated complaint management into the patient safety management system, have not established complaint reception system. Conclusion: It is necessary to manage the complaints of medical institutions in accordance with laws and regulations, implement the "first suit responsibility system", refine and improve emergency response plans for major medical disputes, establish a sound complaint handling system, regularly sort out and prevent medical disputes.
作者
曾学俊
胡鹏
帅小雪
叶国英
吴建忠
谭震根
陈瑛
Zeng Xuejun;Hu Peng;Shuai Xiaoxue;Ye Guoying;Wu Jianzhong;Tan Zhengen;Chen Ying(Jiangzi Provincial Health Monitoring and Evaluation Center,Nanchang 330006,China;Shangrao comprehensive health supervision and Law Enforcement Bureau,Shangrao,Jiangxi 334000,China;Yichun comprehensive health supervision and Law Enforcement Bureau,Yichun,Jiangci 336000,China)
出处
《中国卫生法制》
2023年第1期122-126,共5页
China Health Law
基金
江西省卫生健康委科技计划“江西省医疗机构投诉管理的现状及监督执法路径研究”(202131015)。
关键词
医疗机构
投诉管理
现状调查
分析及对策
Medical institutions
Complaint management
Status quo investigation
Analysis and countermeasures
作者简介
通信作者:叶国英。
