Journal of Modern Nursing MedicineJPCNS

Objective The purpose of this article is to explore the causes of complaints in hospital outpatient clinics and propose targeted solutions. Method: We conducted a statistical analysis of 100 complaint incidents in our outpatient department from January 2022 to January 2023. We retrospectively analyzed the specific causes of complaint incidents and classified the incidence of different types of incidents. Based on the causes of the incidents, we proposed targeted solutions. According to data statistics, the types of complaints and disputes include: discontinuation of diagnosis, labor discipline, lack of sense of responsibility, insufficient communication services, poor medical quality, differences in service attitudes, and others; The relevant staff involved in complaints include doctors, nursing staff, registration fee collectors, triage guides, and medical technicians; The relevant departments for complaints include: registration and fee collection, pediatrics, internal medicine, surgery, obstetrics and gynecology, medical technology, and outpatient infusion rooms. Conclusion: In outpatient work, medical personnel need to have a high sense of responsibility and professionalism, strictly abide by medical standards and operating procedures, and ensure medical quality and safety. At the same time, medical personnel also need to possess good communication skills and service awareness, care for and respect patients, and provide patients with higher quality and higher quality medical services.

Hospital outpatient service; Reason for complaint; Solutions