Analysis of the medical complaints among one third grade maternal and children 's health institution

Objective To understand the characteristic of medical complaints of maternal and child health institutions, such as the number, content, distribution of department, objects who were complained, and provide the foundation to improve patient satisfaction in the future.Methods All of the medical complaints registered in 2016 were analyzed.Results In 2016, the rate of outpatient medical complaints was 0. 83 per ten thousand; the rate of inpatient complaints was 2. 43 per ten thousand. Service attitude and doctorpatient communication were the main contents of complaints, and the difference between outpatient complaints and hospitalized complaints in the complaints content was statistically significant (P< 0. 05). There was higher rate in doctors and medical technicians who was complained.Conclusion Health institutions need to strengthen the humanities education so as to improve the communication skills of medical personnel and patients, and improve service attitude, together with strengthening the electronic information of complaints and statistical analysis system, and in order to improve patients' satisfaction.