Mace S E
Department of Emergency Medicine, Cleveland Clinic Foundation, OH 44195, USA.
J Qual Clin Pract. 1998 Jun;18(2):151-8.
All complaints relating to patients treated in a 20 bed observation unit of a large teaching hospital over a 26-month period are reviewed. From May 1994 to July 1996, 11,042 patients were admitted to the observation unit. During this period there were 28 patient complaints. These complaints consisted of staff attitude/behavior (42.9%), discharge processes (25%), environmental concerns (17.9%), difficulties with diagnostic investigations (10.7%), and miscellaneous issues (3.6%). The type and frequency of complaints were similar to those received in other areas of the hospital, although the profile of complaints was different to those commonly experienced in the emergency department. Observation units are frequently considered to be an extension of the emergency department. Patient complaints received in relation to care received in an observation unit are similar in nature to those recorded in inpatient units as opposed to those received in emergency departments.
对一家大型教学医院20张床位的观察病房在26个月期间收治的患者的所有投诉进行了审查。从1994年5月到1996年7月，有11042名患者入住该观察病房。在此期间有28起患者投诉。这些投诉包括工作人员态度/行为（42.9%）、出院流程（25%）、环境问题（17.9%）、诊断检查困难（10.7%）和其他杂项问题（3.6%）。投诉的类型和频率与医院其他区域收到的类似，尽管投诉情况与急诊科通常遇到的不同。观察病房常被视为急诊科的延伸。与观察病房所接受护理相关的患者投诉，其性质与住院病房记录的投诉相似，而非与急诊科收到的投诉相似。
