平衡计分卡四维度分析在医疗投诉管理中的应用  

APPLICATION OF BALANCED SCORECARD IN MEDICAL COMPLAINTS MANAGEMENT

作　　者：郭晓燕[1,2] 林英杰[1,2] 向良新[1,2] 

机构地区：[1]暨南大学附属清远医院 [2]清远市人民医院,广东清远511518

出　　处：《现代医院》2014年第9期100-102,共3页Modern Hospitals

摘　　要：目的通过对305例患者医疗投诉进行回顾性分析投诉原因，寻求降低医疗投诉、改善医患关系对策。方法对我院2011—2013年的患者医疗投诉进行统计，应用平衡记分卡从财务、客户、内部流程、学习与成长四个维度及发生投诉部门进行分析。结果发生医疗投诉的主要原因是客户服务与内部流程缺陷，急诊骨科、产科、普外科、妇产科门诊等是引起医疗投诉的主要部门。结论将平衡记分卡应用于医院投诉管理中，重点改善了客户与内部流程问题，关注重点高发投诉部门，妥善处理与降低医疗投诉，探索投诉管理新思路与对策。Objective To explore countermeasures for reducing the medical complaints and improving the doctor - patient relationship by retrospectively analyzing the reasons of 305 cases of medical complain. Methods The medical com- plaints in 2011- 2013 in the Qingyuan Affiliated Hospital of Jinan University were accounted and analyzed by balanced score- card in term of financial, customer, internal process, learning and development, and the departments leading to complaints. Results The main causes of medical complaints were the defects of customer service and internal process. And the orthope- dic emergency, obstetrics, general surgery, obstetrics and gynecologic outpatient are the mainly departments leading to medi- cal complaints. Conclusion We can apply balanced scorecard in medical complaint management to focus on improving the problems between the customer and internal process, to pay close attention to departments leading to complaints, to properly handle medical complaints, to reduce medical complaints, and to explore new ideas and countermeasures for medical compli- ant management.

关 键 词：平衡记分卡 医疗投诉 对策 

分 类 号：R197.32[医药卫生—卫生事业管理]