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Summary of hospital complaints series
Blink of an eye. Some time ago, the work came to an end, and our work is about to usher in a new chapter. "Everything is done in advance", and the work summary at this stage needs to be put on the agenda as soon as possible. Work summary can give a more comprehensive understanding of past work. What is an excellent work summary? I have collected the following "summary of hospital complaints" for you, I hope you can find useful content from it!

Summary of Hospital Complaints (Article 1) On April 10, 20xx, the first working meeting was hosted by the doctor-patient relationship coordination office. The meeting discussed the medical safety situation in our hospital in the first quarter, analyzed and summarized the medical complaints in the first quarter, and put forward suggestions and rectification measures on how to reduce medical complaints and strengthen complaint management in the next step.

I. Analysis of Complaint Events

In this quarter, there were two medical complaints, service attitude complaint 1, and another medical dispute in ENT department, and the compensation was 8,000 yuan (see Liu Yunying's complaint file for specific events).

Second, the meeting agreed that the current medical safety situation in hospitals is not optimistic, and there are many hidden dangers in medical safety, mainly in the following aspects:

(A), poor attitude towards medical services

A few medical staff still lack the concept of patient first and safety first, and do not realize the impatience and anxiety of patients when they are sick. When patients or their families are extreme, medical staff treat patients with a tit-for-tat attitude instead of a caring and understanding mood, lacking humanistic care. For example, Yuan, a staff member of outpatient pharmacy in medical center, is a typical example. He called out to the patient, spoke bluntly and forgot polite language.

(B), weak legal awareness

Although hospital management departments and departments regularly carry out training in laws and regulations, a few medical staff are still insensitive, have a weak legal awareness, only pay attention to seeing a doctor, and lack self-protection awareness in the process of diagnosis and treatment. When a medical dispute occurs, the main evidence is lost, which leads to the inability to prove and the passive situation. Patient Liu Yunying v. 20xx+0 1 When she was hospitalized for sinus surgery in otorhinolaryngology department, the gauze was left in the nasal cavity for more than 2 years, and the attending doctor Liu did not take care of it when he took it out, which made it impossible to identify whether the gauze was left over from the operation in our hospital, and finally compensated 8,000 yuan.

(3) The implementation of the core medical system is not in place.

After Liu Yunying complained about this incident, the medical unit retrieved her medical record of 20xx years in hospital. The number of bandaged gauze during operation and the number of gauze taken out after operation are not described in detail in the course record, which makes it difficult to identify the nature of the accident and provide evidence.

Third, the rectification measures

(a) continue to carry out in-depth activities to build a safe hospital with three good and one satisfaction, and rectify the service attitude.

All departments should rely on the above activities, establish a people-oriented service concept, always put the patient first service concept in the first place, and educate medical staff to use civilized and polite language. In the second quarter, it is planned to set up a guidance group for the construction of professional ethics to supervise the behaviors of hospital medical staff, such as being late for work, leaving early, playing mobile phones, and poor service attitude.

(two) to strengthen the training of health laws and regulations.

It is planned to carry out medical and health laws and regulations training twice a year, and conduct assessment, and retrain those who fail the assessment until they pass the assessment; Strengthen the supervision and inspection of functional departments, and deal with violations of health laws and regulations according to the relevant hospital systems.

(3) Intensify the investigation of the core medical system.

Medical units and quality control rooms regularly supervise and inspect the medical core system, and plan to carry out special rectification activities of the medical core system in 20xx, which makes it a normal state for all departments in our hospital to implement the medical core system, and everyone will keep it in mind.

Summary of Hospital Complaints (Chapter II) In the past year, we concentrated on two tasks. One is post work, that is, complaint handling of medical disputes. The other is training in policies, regulations and procedures for handling complaints and disputes.

First, the handling of medical disputes complaints

In 20xx, our hospital accepted 8 medical complaints. Seven of them were solved through the efforts of hospitals and petition offices. Solve it together through judicial procedures.

In 20xx, our hospital accepted 5 medical complaints. Two of them were solved through the efforts of hospitals and petition offices. Three cases were resolved through judicial procedures.

In 20xx, our hospital accepted 6 medical complaints. Two of them were solved through the efforts of hospitals and petition offices. Four cases were resolved through judicial procedures.

Up to now, our hospital has accepted 3 medical complaints in 20xx years. Among them, through the efforts of hospitals and petition offices, 1 case was solved. Two cases were resolved through judicial procedures. In the whole process, the work was handled smoothly, and it should be said that the task was completed well. First of all, with the strong support of hospital leaders and the full cooperation of relevant departments, we adhered to strict implementation of the system, strictly followed the process, and worked in a timely, patient, meticulous and hard manner.

Second, actively do a good job in training and education

Xiangning county people's hospital complaint management office

20xx65438+February 9th

Summary of Hospital Complaints (III) In 20xx years, our hospital strictly followed the management requirements of the Ministry of Health and provincial and state health departments, conscientiously implemented various medical-related laws and regulations, and the majority of medical staff tried their best to abide by laws and regulations and medical routine operating norms, but there were still some medical disputes, including X medical complaints and X medical disputes.

First, the overall situation:

There are X medical complaints, including X in XX, X in XX, X in XX, X in XX, X in XX, X in XX, X in XX, X in XX, X in XX, X in XX, and X in XX. The occurrence and treatment of medical correction.

Compensation amount

Causes of medical disputes

1. Weak sense of responsibility. If the medical staff lacks a high sense of responsibility, it is prone to medical negligence and disputes. There are X cases of medical disputes. Due to lack of sense of responsibility, the patient's condition changes were not carefully observed, which led to the death of the patient and caused disputes. The departments involved are XX and XX.

2. Violation of hospital core system and technical operation routine. The core system and operation routine of the hospital are what medical workers must abide by.

Code of conduct, otherwise it will lead to mistakes or accidents such as wrong infusion and illegal operation. X cases of disputes violated the core system of our hospital, and patients did not carefully check their names, genders and ages, which led to the hospital standing at an unfavorable angle in mediation after the dispute occurred, resulting in XX division of the department. 3. It is related to service attitude. X cases of disputes caused accidental injuries to the families of inspectors due to failure to fulfill the obligation of reminding during inspection, involving XX departments.

4. It is related to the nature of the department's work. Judging from the departments where medical disputes occur, clinical departments are the most prone to medical disputes. Due to the heavy workload and heavy tasks of these departments and direct contact with patients, medical defects are prone to occur in busy work, which leads to disputes. The data suggest that the operation departments are the high-incidence areas of medical disputes, and these departments have many operation opportunities and great risks, which should be paid enough attention to.

Second, measures to prevent medical disputes

1. Change the service concept. Establish a good medical ethics, improve service attitude, strengthen the sense of responsibility, and establish a good doctor-patient relationship. To prevent medical disputes, medical staff must pay attention to patients' rights and change their medical style. In the process of diagnosis and treatment of patients, medical staff should fully let patients and their families know the current condition of patients, the reasons for the examination or treatment to be taken and the possible results, so that patients and their families can feel respect and participation. For drugs with serious side effects, fulfill the obligation to inform in advance; Be careful about the wording of the prognosis of the disease, don't promise the patient that it can be cured or cured, and don't let the patient have false expectations. For an understandable patient, although he may be sure that the patient will have a good result, don't make a promise easily; When explaining the illness, it is necessary to unify the caliber and then explain it to the patient's family. Medical staff should think from the standpoint of patients, use words and phrases that patients and their families can understand, and make sure that they have correctly understood the information to be conveyed.

2. Strictly implement the check system. Focus on preventing the above frequent links, consciously abide by the rules and regulations in clinical work, and conduct diagnosis and treatment operations in strict accordance with the norms. Medical staff should combine the consciousness of inspection with the consciousness of medical responsibility and implement it in medical activities to make it the basic quality of medical staff. 3. Medical staff should enhance their legal awareness. Due to the gradual establishment of the legal concept of the whole society, the awareness of rights protection of patients and their families has been greatly enhanced. At present, the situation is as follows: on the one hand, individual medical personnel have not restrained their behavior according to law, and medical accidents have damaged the rights and interests of patients; On the other hand, hospitals and medical staff are not clear about the current legal environment and lack legal awareness, so they cannot well safeguard the legitimate rights and interests of both doctors and patients.

4. Strengthen the management of key departments to ensure medical safety. Surgery and emergency department are the key points to prevent medical disputes. Therefore, we must strengthen the quality of basic medical work in these departments, attach importance to basic quality management, strengthen the monitoring of key departments and patients, focus on acute, critical and severe patients, actively find the weak links of medical quality, and solve problems with a clear aim. Secondly, we should pay attention to the writing quality of medical documents. Medical documents are the basis of technical appraisal, judicial appraisal, judging right and wrong and distinguishing responsibilities in medical disputes. It is necessary to ensure the authenticity and reliability of medical records and provide legal basis for properly handling medical disputes.

X hospital

20 13 years 1 month

Summary of Hospital Complaints (Part IV) According to the Measures for the Administration of Hospital Complaints (Trial) issued by the Ministry of Health and the Administration of Traditional Chinese Medicine, the coordination system of hospital complaints in our hospital is formulated, which is applicable to the complaint management office of our hospital and departments and personnel related to hospital complaints such as outpatient service, nursing, medical technology and logistics.

First, the hospital set up a hospital complaint management leading group and a hospital complaint management office. Clinical and functional departments set up a hospital complaint liaison group, with the director and head nurse as the first and second responsible persons, and the nursing team leader and senior medical (technical) division as members.

Two, the hospital complaint management leading group is responsible for the supervision and guidance of hospital complaint management. Hospital complaint management office accepts hospital complaints uniformly; Investigate and verify the complaints, put forward handling opinions, and reply to the complainant in time; Organize, coordinate and guide the complaint handling of the whole hospital; Regularly summarize and analyze the complaint information, and put forward opinions or suggestions on strengthening and improving the work. The hospital complaint liaison group is responsible for investigating, coordinating and handling complaints within the department. Major or possible major events should be reported to the hospital complaint management leading group, and complaints that cannot be properly handled within the department should be reported to the hospital complaint management office in time.

Three, the hospital complaint reception to implement the first question responsibility system. If the complainant complains to the relevant departments, the departments and staff members of the complained departments shall be warmly received, and if they can coordinate on the spot, they shall try their best to coordinate and solve them on the spot; For those who cannot coordinate on the spot, the reception department or department should take the initiative to guide the complainant to complain to the hospital complaint management office.

Four, the hospital complaint management department after receiving the complaint, according to the complainant's main problems and understanding of the situation, it should be timely to the relevant departments, departments and related personnel to understand and verify the situation. All departments of the hospital should actively cooperate with the complaint management department to carry out the investigation, verification and handling of complaints. The person in charge of the department should organize investigation, analysis and discussion as soon as possible, and study the treatment measures and opinions.

Six, the complained department after receiving the complaint information of the hospital complaint management office, should promptly investigate, verify and analyze the complainant's complaint and take out the opinions of the department.

1, as a medical staff or related personnel, sorting out related events, writing medical record summary or diagnosis and treatment. Involving multiple departments, each department should write separately, and then the main diagnosis and treatment department is responsible for sorting out a medical record summary or diagnosis and treatment process that reflects the whole diagnosis and treatment process according to the writing materials of each department.

2. Organize general practitioners or relevant personnel to make scientific, objective and serious analysis and discussion on the problems involved in the complainant's complaint, summarize the problems existing in the process of undergraduate diagnosis and treatment, the nature of the problems and the handling opinions of the departments into written materials, and submit them to the hospital complaint management office after being signed and approved by the department director. In principle, the departmental investigation should be completed within 5 working days. In case of special circumstances, the department should inform the hospital complaint management office in advance and explain the reasons in writing. The hospital complaint management office is responsible for urging departments and individuals to complete the investigation, reporting the progress and completion to hospital leaders in time and communicating with complainants.

3, the hospital complaint management office can arrange appropriate time, by the head of the department and the complainant's representative to communicate, to explain the main problems involved in the hospital complaint with a pragmatic attitude, to complete the first reply, in principle, no more than 5 working days.

Five, for complaints that can be handled by summary procedures, the hospital complaint management office should actively organize the relevant person in charge and relevant personnel of the complained department, accompanied by the staff of the hospital complaint management office, communicate with the complainant and explain the relevant situation.

6. Fees, prices, etc. Can be checked on the spot, the hospital complaint management office should cooperate with relevant departments to find out the situation in time and correct it immediately.

Seven, the hospital complaint management office is responsible for urging relevant departments to formulate feasible rectification measures for the problems of hospital complaints existing in medical technology and medical management, and form written materials to relevant leaders and relevant functional departments for the record.

All departments should implement the medical safety early warning, feedback and disposal mechanism of the people's hospital, and clinical departments should do a good job in preoperative condition assessment of patients. When the risk factor of patients is higher than that of ordinary patients, they should take the initiative to apply to the Medical Department, which should intervene in advance, organize multidisciplinary consultation before operation, have in-depth and meticulous preoperative conversation with patients, and require clinical departments to do a good job in preoperative consultation and conversation record in medical records, and give informed consent, patient medical records writing and preoperative examination.

The medical department should also focus on helping and supervising the technical access of clinical departments and surgeons in view of the difficult problems during operation, and at the same time, track and manage the recovery of patients after operation and keep track of the course of the disease in time.

Medical staff should be good at summing up in practical work, finding signs of disputes in time, finding hospital complaints as soon as possible, intervening in time, guiding correctly, and nip in the bud. The medical department and the hospital complaint management office regularly inspect and supervise the medical staff, and write and modify them in strict accordance with the provisions in the Basic Specification for Medical Record Writing of the Ministry of Health.

Eight, the hospital complaint management office can according to the opinions of the medical quality management committee or medical accident technical appraisal conclusion, or effective legal judgment, submit rectification plan or suggestion to the competent hospital leaders. As well as suggestions on the economic and administrative treatment of the relevant responsible persons, reported to the president's office for resolution, and informed within the medical institutions.

Nine, hospital staff have the right and obligation to make internal complaints about hospital management and service, and put forward opinions and suggestions. Hospital complaint management and other related functional departments should pay attention to it and deal with it and give feedback in time. Clinical frontline personnel have the responsibility to report the problems found in the medical quality and safety protection of drugs, medical devices, water, electricity and gas to the complaint management department or relevant functional departments. , complaint management and other relevant functional departments should deal with it in time and give feedback.