精益管理视角下公立医院投诉管理体系建设方法初探  

An Initial Exploration of Complaint Management System Construction Methods in Public Hospitals Under the Perspective of Lean Management

作　　者：王春霞 WANG Chunxia(Office of Industry Style Construction,the Second Affiliated Hospital of Xinxiang Medical University,Xinxiang Henan 453002,China)

机构地区：[1]新乡医学院第二附属医院行风办公室,河南新乡453002

出　　处：《中国卫生标准管理》2024年第24期85-88,共4页China Health Standard Management

基　　金：新乡医学院第二附属医院医院管理类科研课题(2023G LLKT-Y-002)。

摘　　要：文章基于精益管理的理论方法,分析精益管理对于投诉管理工作的现实意义,查找目前公立医院投诉管理工作中存在的问题。针对问题结合具体实践提出4个方面的实现方法:一是拓展工作思路,提高投诉工作的重视程度;二是完善投诉管理体系,注重员工参与;三是引入精益管理,减少医疗资源浪费;四是运用PDCA[计划(plan)、执行(do)、检查(check)和处理(action)]循环,实现对投诉的闭环管理。通过开展精益管理挖掘投诉管理资源效益,将精益管理与投诉管理深度融合,优化投诉管理体系,完善投诉管理创新,运用PDCA持续加强对投诉各环节的管理,进一步优化医疗服务流程,提高医疗服务质量,改善患者就医体验,增强群众就医获得感,进而提升患者满意度。Based on the theoretical approach of lean management,this paper analyzes the practical significance of lean management for complaint management,finds the problems existing in the current complaint management in public hospitals,and puts forward four ways to realize the problems in combination with the specific practice:firstly,expanding the working idea and raising the degree of attention to the complaint work;secondly,perfecting the complaint management system and focusing on the participation of the staff;thirdly,introducing the lean management and reducing the waste of medical resources;fourthly,using the plan,do,check,action(PDCA)cycle to realize the closed-loop management of the complaints.By carrying out lean management to explore the benefits of complaint management resources,integrating lean management with complaint management in depth,optimizing the complaint management system,perfecting the innovation of complaint management,and using PDCA to continuously strengthen the management of all aspects of complaints,we can further optimize the process of healthcare services,improve the quality of healthcare services,improve the experience of patients′medical treatment,enhance the sense of accessibility of the public to medical treatment,and then enhance the degree of satisfaction of the patients.

关 键 词：精益管理 公立医院 投诉 管理体系建设 PDCA循环 患者满意度 

分 类 号：R197[医药卫生—卫生事业管理]