LIqing 1 , TIANFen-li 2 , DINGSi-qin 3 , WANGDuo 3
  • 1. Department of Research Quality Management, No. 521 Hospital of China Weapon Industry, Xi'an, Shaanxi 710065, P. R. China;
  • 2. Department of Surgery, the Second Affliated Hospital of Xi'an Medical University, Xi'an, Shaanxi 710038, P. R. China;
  • 3. Department of General Surgery, the Second Affliated Hospital of Xi'an Medical University, Xi'an, Shaanxi 710038, P. R. China;
DINGSi-qin, Email: dingsiqin@qq.com
Non-iatrogenic complaint; Reason for complaint; Preventive measures
10.7507/1002-0179.20150383
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Objective To analyze the reasons for Non-iatrogenic Complaint in general hospital inpatients and its preventive measures. Methods We analyzed 338 cases of non-iatrogenic complaint from January 2008 to December 2013 in two tertiary hospitals. Results Complaint for poor service attitude of medical personnel and poor communication between doctors/nurses and patients accounted for 86.1% and 62.4% respectively. Complaint for poor hospital management accounted for 46.2%. Non-iatrogenic complaint which appeared in the form of medical dispute complaint due to technical factors accounted for 20.1%. The first five departments being complained were Emergency Department, Pediatrics Department, Obstetrics Department, Osteology Department, Cardiology Department, respectively. Among all complaint, the proportion of complaint from emergency patients exceeded that from nonemergency patients. The proportion of complaint from patients whose duration of hospitalization exceeded two weeks were much more than that from patients whose duration of hospitalization was less than two weeks. The proportion of complaint from patients whoes frequency of hospitalization within one year was more than two times exceeded that from patients whose frequency of hospitalization within one year was less than two times. The proportion of complaint from patients who earned their high school diploma exceeded that from patients who droped out of their high school. The proportion of complaint from town patients exceeded that from rural patients. The proportion of complaint from patients under 45 years old was more than that from patients ≥ 45. Conclusion More weight and strengthen should be placed on doctor-patient communication in clinical practice. Humane medical service deserve special emphasis and the patientcentered service idea should also be established, so that non-iatrogenic complaint may be reduced.

Citation： LIqing, TIANFen-li, DINGSi-qin, WANGDuo. Analysis of Non-iatrogenic Complaint in General Hospital Inpatients and Its Preventive Measures. West China Medical Journal, 2015, 30(7): 1327-1330. doi: 10.7507/1002-0179.20150383 Copy

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