Analysis of 2 720 causes of complaints from government hotline in a children′s hospital in Nanjing

Objective To analyze the complaints made at government hotlines against a children′s hospital in 2016 and 2017, and to provide reference for the continuous construction of harmonious doctor-patient relationship. Methods This study retrospectively analyzed 2 720 cases of 12345 hotline complaints received by a children′s hospital in the years from 2016 to 2017. The causes for complaints were counted and the changes in the content of the appeals were compared. Data analysis was performed using statistical methods such as descriptive analysis and chi-square test. Results Lack of medical resources became the primary cause of complaints, accounting for 30.4%; complaints caused by poor communication between doctors and patients were high in the emergency department and inpatient department, accounting for 21.7% and 20.0% respectively. Compared with 2016, medical treatment complaints in 2017 caused by insufficient resources and medical behavior increased by 18.9% and 5.3%, respectively, and complaints caused by doctor-patient communication problems decreased by 7.5%. Conclusions In order to reduce medical complaints, it is proposed to increase policy support, improve medical resources, strengthen communication between doctors and patients, pay attention to humanistic care, improve hospital quality management, improve patient experience, pay attention to changes in complaints and improve medical services. Key words: Children′s hospital; Government hotline; Complaints; Causes; Changes