Study on the Causes and Countermeasures of Medical Complaints during the Outbreak of Novel Coronavirus Disease

Abstract

To investigate the medical complaints status and coping styles during the outbreak of the novel coronavirus diseases. Methods: 86 cases medical complaints of uninfected novel coronavirus disease, which collected from one hospital at Beijing city during the January-March 2020, have been retrospectively analyzed. The number, types and causes, department distribution have been evaluated at different stages. Results: During the epidemic, medical complaints are still one of the severe problems faced by hospitals, the number of medical complaints, was significantly higher than those during the non-epidemic, Emergency, Neurology and Neurosurgery were as the top three departments. Failure to admission to hospital as scheduled or as expected was an important and special reason in the medical complaints. Most of medical complaints were gain understanding and cooperation by effective communication, only 4 cases of complaints were application for Legal mediation procedure legal. Conclusion: Medical complaints during the outbreak is a serious problem facing by hospitals, which should be given the necessary attention and positive response to reduce the risk of related medical litigation cases at post-epidemic stage.