Burstein J, Fleisher G R
Department of Emergency Medicine, Children's Hospital, Boston, MA 02115.
Pediatr Emerg Care. 1991 Jun;7(3):138-40. doi: 10.1097/00006565-199106000-00002.
We conducted an analysis of all communications received from patients or their families by the director of a pediatric emergency department over a three-year period, during which approximately 150,000 visits occurred. Communications were characterized as complaint or compliment and subclassified by type: waiting time, staff attitude, quality of medical care, and billing. Chi 2 analysis was used to identify factors that predisposed to complaint or compliment and to identify the subtype. After quality-of-care issues, complaints stemmed most often from billing issues or waiting time for care for nonurgent disorders (especially medical problems), while complimentary letters most frequently addressed staff attitude and quality of care. The problems that we identified might be addressed by providing families improved access to non-emergency department care sources, education regarding the role of an emergency department, and better explanation of billing procedures during the registration process. Additionally, our findings serve as a reminder that many parents appreciate the care given to their children, particularly for life-threatening emergencies.
我们对一家儿科急诊科主任在三年期间收到的所有来自患者或其家属的沟通信息进行了分析，在此期间约有15万次就诊。沟通信息被归类为投诉或表扬，并按类型进一步细分：等待时间、工作人员态度、医疗质量和计费。采用卡方分析来确定导致投诉或表扬的因素，并确定子类型。除了医疗质量问题外，投诉最常源于计费问题或非紧急疾病（尤其是医疗问题）的护理等待时间，而表扬信最常涉及工作人员态度和医疗质量。我们发现的这些问题可以通过为家庭提供更多获取非急诊科护理资源的途径、开展关于急诊科作用的教育以及在登记过程中更好地解释计费程序来解决。此外，我们的研究结果提醒人们，许多家长感激给予他们孩子的护理，尤其是在危及生命的紧急情况下。
