投诉闭环管理在门/急诊管理中对减少患者投诉率的作用  

The Role of Closed Loop Complaint Management in Reducing Patient Complaint Rate in Door/Emergency Management

作　　者：唐宁娟 朱雪梅 TANG Ningjuan;ZHU Xuemei(Customer Service Office,Dongguan Liver and Gallbladder Hospital/Dongguan Nancheng Hospital,Dongguan Guangdong 523000,China)

机构地区：[1]东莞市肝胆医院/东莞市南城医院客服办,广东东莞523000

出　　处：《中国卫生标准管理》2024年第2期53-57,共5页China Health Standard Management

基　　金：东莞市社会发展科技项目面上项目(20231800903402)。

摘　　要：目的探讨投诉闭环管理在门/急诊管理中对减少患者投诉率的作用。方法东莞市肝胆医院/东莞市南城医院于2022年3月执行投诉闭环管理,执行前实施传统投诉管理。对比执行前(2021年3月—2022年2月)与执行后(2022年3月—2023年2月)的门/急诊患者投诉率、各种投诉原因发生率、投诉问题有效处理率。结果执行后,门/急诊患者投诉率低于执行前,但差异无统计学意义(P>0.05)。执行前后制度/流程执行不到位、制度/流程缺陷、服务态度/沟通问题、环境设施问题、收费相关问题、医疗争议/纠纷、其他原因发生率比较,差异无统计学意义(P>0.05)。执行后投诉问题有效处理率为100%,高于执行前的18.18%,差异有统计学意义(P<0.05)。结论在门/急诊管理中应用投诉闭环管理可以降低发生制度/流程执行不到位、制度/流程缺陷、服务态度/沟通问题、环境设施问题、收费相关问题、医疗争议/纠纷、其他原因等各种问题的风险,整体减少患者投诉率,并可以有效处理各种投诉问题。Objective To explore the effect of closed loop complaint management on reducing patient complaint rate in outpatient/emergency management.Methods The closed-loop management of complaints was implemented in Dongguan Liver and Gallbladder Hospital/Dongguan Nancheng Hospital in March 2022,and traditional complaint management was implemented before the closed loop complaint management.The complaint rate of outpatient/emergency patients,the incidence of various complaint causes,and the effective treatment rate of complaint problems before(March 2021 to February 2022)and after(March 2022 to February 2023)execution were compared.Results After execution,the complaint rate of door/emergency patients was lower than that before execution,but the difference was not statistically significant(P>0.05).There was no significant difference in the incidence of inadequate implementation of system/process,system/process defects,service attitude/communication problems,environmental facilities problems,charge related problems,medical disputes/disputes,and other reasons before and after the execution(P>0.05).The effective handling rate of complaints after execution was 100%,higher than 18.18% before execution,the difference was statistically significant(P<0.05).Conclusion The application of closed loop complaint management in outpatient/emergency management can reduce the risk of various problems such as poor implementation of system/process,system/process defects,service attitude/communication problems,environmental facilities problems,charge related problems,medical disputes/disputes,and other reasons,reduce the overall patient complaint rate,and effectively deal with various complaints.

关 键 词：投诉闭环管理 患者投诉率 门诊 急诊 管理 投诉问题 

分 类 号：R197[医药卫生—卫生事业管理]