Colwell Christopher B, Pons Peter T, Pi Randy
Department of Emergency Medicine, Denver Health Medical Center, Denver, Colorado 80204, USA.
J Emerg Med. 2003 Nov;25(4):403-8. doi: 10.1016/j.jemermed.2003.02.004.
Complaints against Emergency Medical Services (EMS) agencies represent a concerning and potentially time-consuming problem for all involved in the delivery of prehospital emergency medical care. The objective of this study was to identify the source of complaints against an EMS system to help focus quality and performance improvement and customer service efforts. We conducted a retrospective review of complaints filed against a busy urban EMS agency over a 6-year period. All complaints were included, totaled by season and by year, and categorized by originator and nature of the complaint. A total of 286 complaints were registered during the 6-year period, with an average of 48 per year and 9.3 per 10,000 responses. The most common originators of complaints were patients (53%) followed by medical personnel (19%) and family members or friends (12%). Rude behavior accounted for 23% of the complaints registered, followed by technical skills (20%), transport problems (18%), and loss of belongings (13%). The identification of areas of dissatisfaction will allow focused quality and performance improvement programs directed at customer service and risk management.
对紧急医疗服务（EMS）机构的投诉，对于所有参与院前紧急医疗护理的人员来说，都是一个令人担忧且可能耗时的问题。本研究的目的是确定针对EMS系统投诉的来源，以帮助集中精力进行质量和绩效改进以及客户服务工作。我们对一个繁忙的城市EMS机构在6年期间收到的投诉进行了回顾性审查。纳入了所有投诉，按季节和年份进行总计，并按投诉发起者和投诉性质进行分类。在这6年期间共登记了286起投诉，平均每年48起，每10000次响应中有9.3起。投诉最常见的发起者是患者（53%），其次是医务人员（19%）和家庭成员或朋友（12%）。粗鲁行为占登记投诉的23%，其次是技术技能（20%）、运输问题（18%）和财物丢失（13%）。确定不满意的领域将有助于针对客户服务和风险管理开展有针对性的质量和绩效改进计划。
