Author(s): SUN Si-wei, HE Xiao-lu, ZHANG Xia
Pages: 18-20,14
Year: 2016 Issue:  9
Journal: Hospital Management Forum
Keyword:  Psychiatric hospital; President office; Reception of complaint letters and visits;
Abstract: Objective To explore the status quo and main reasons of complaint letters and visits in a psychiatric hospital in Beijing, and provide basis and recommendations for the work of complaint letters and visits in psychiatric hospitals.Methods All complaint letters and visits records from 1st January 2010 to 31st December 2013 in the Director Office in a tertiary psychiatric hospital in Beijing were collected and analyzed in the study. Results A total of 118 cases were analyzed, among which, 41cases were transferred from the higher authorities. The most common reasons of the cases were management processes (57cases, 48.31%), the quality of the medical services (19cases, 16.10%) and service attitude (15cases, 12.71%). The most common petitioners were patients themselves (66 cases, 55.93%).Conclusion The incidence rate of complaint letters and visits was at a relatively low level but showed an increasing trend. It is urgent to strengthen hospital management and reception work in order to build a harmonious doctor-patient relationship.