ObjectiveTo analyze the reasons for Non-iatrogenic Complaint in general hospital inpatients and its preventive measures. MethodsWe analyzed 338 cases of non-iatrogenic complaint from January 2008 to December 2013 in two tertiary hospitals. ResultsComplaint 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. ConclusionMore 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.
Objective To explore the causes and solutions of dissatisfied complaints about frame glasses wearing after medical optometry to improve service quality. Methods Patients with dissatisfied complaints about frame glasses wearing after medical optometry in West China Medical Center of Optometry Glasses between January 2013 and December 2014 were selected. Targeted re-examination and corresponding treatment was performed on them. The causes of their complaints were clustered and analyzed. Result There were 105 cases of complaints out of the 58 278 patients with frame glasses wearing after medical optometry, including complaints about wearing glasses uncomfortable in 58 cases (55.2%), mainly related to abnormal binocular vision, high myopia and progressive glasses lens fitting; quality of glasses in 23 cases (21.9%), in whom 16 were dissatisfied with the frame; quality of service in 10 cases (9.5%); glasses assembly / calibration in 7 cases (6.7%); and other dissatisfaction in 7 cases (6.7%). Conclusions In medical optometry, optometrists and sales staff should establish a good communication with patients according to individual differences, attach importance to the selection of right frame and lens in patients with high myopia or progressive piece of glasses, introduce the right wearing method of progressive piece of glasses, and enhance the follow-up service. For patients with obvious eye fatigue, it is needed to check the binocular visual function, if the visual fatigue is closely related to abnormal binocular visual function, special glasses fitting and functional training should be instructed to the patients.