A study of medical complaints against five tertiary general hospitals in Shandong province

• DOI: 10.3760/cma.j.issn.1000-6672.2018.07.019
• Publication Date: 2018-07-02
• Authors: Qingzhu Wen; Wenqiang Yin; Yanan Huang; Qian Liu; Dongmei Huang; Changhai Tang; Zhiqiang Feng
• Keywords: Complaint; Questionnaire

Objective To analyze the causes, characteristics and solutions of medical complaints against five tertiary general hospitals in Shandong province, provide references for to improve their quality care build a harmonious relationship between doctors patients.

Methods A retrospective analysis method was used subjects 1 049 province from 2012 2015.

Results Among departments complained, orthopedics(165 cases, 15.7%), obstetrics gynecology(136 13.0%)topped rest.The causes mainly focued on effect surgery(355 33.8%), diagnosis treatment(269 25.6%), service attitude(204 19.4%). For outpatient/emergency departments, patients mostly complained attitude (125 36.1%), while by inpatients were surgery effects (332 44.8%). In terms dispute solution pathways, consultation became most useful one(353 84.5%), third-party mediation approach(56 13.4%)also played an important role.

Conclusions The should comprehensively strengthen management, contact patient satisfaction. They are also recommended establish perfect complaint handling mechanism higher The government set up specialized courts disputes efficiency judicial such disputes.

Key words: Hospital administration; Medical complaint; Doctor-patient relationship; Shandong