DISC行为语言模型理论在医院高质量发展中的应用  

Application of DISC Behavioral Ianguage Model Theory in Hospital High Quality Development

作　　者：郑彩娇 ZHENG Caijiao(Department of Outpatient,Quanzhou First Hospital,Quanzhou Fujian 362000,China)

机构地区：[1]泉州市第一医院门诊部,福建泉州362000

出　　处：《中国卫生标准管理》2025年第2期80-83,共4页China Health Standard Management

摘　　要：目的 探讨通过支配、影响、稳健和服从(dominance,inducement,submission and compliance,DISC)行为语言模型理论在医院投诉处理中的应用,为医疗机构提供更加全面、有效、个性化的解决医院投诉处理方案。方法 选取2022年1月—2023年12月泉州市第一医院的359起医院投诉事件,按照投诉时间进行分组,将2022年1—12月的161起院内投诉事件为对照组,按常规处理投诉流程应对投诉;将2023年1—12月的198起院内投诉事件为应用组,利用DISC行为语言模型理论对投诉事件进行处理。比较2组投诉事件医院的赔付率及患者上访率,投诉者对处理结果的总满意度。结果2组赔付率、上访率比较,差异无统计学意义(P> 0.05)。应用组投诉者总满意度为96.46%,高于对照组的79.50%,差异有统计学意义(P <0.05)。结论 应用DISC行为语言模型理论巧妙融入医院投诉处理流程中,满足患者的心理需求和期望,减少赔付及上访率,提高投诉处理满意度,对于医疗纠纷解决意义重大;也为医疗机构提供一套更加全面、有效、个性化的解决方案,为了患者提供不一样的就医体验。Objective To explore the application of dominance,inducement,submission and compliance(DISC)behavior language model theory in handling hospital complaints,and to provide a more comprehens ive,effect ive and personalized solution for medical institutions.Methods A total of 359 complaints in Quanzhou First Hospital from January 2022 to December 2023 were selected and divided by complaint time.The 161 complaints from January to December 2022 were selected as the control group,and the complaints were dealt with according to the routine complaint handling procedures.The 198 complaints from January to December 2023 were selected as the application group,and the DISC behavior language model theory was used to deal with the complaint events.The compensation r a t e a n d p a t i e n t p e t i t i o n r a t e o f t h e t w o g r o u p s o f complaint events were compared,and the total satisfaction of the complainers to the handling results were compared.Results There was no significant difference in compensation rate and patient petition rate between the two groups(P>0.05).The total satisfaction of the application group was 96.46%,which was higher than 79.50%of the control group,the difference was statistically significant(P<0.05).Conclusion The theory of DISC behavior language model is skillfully integrated into the hospital complaint handling process to meet the psychological needs and expectations of patients,reduce the compensation rate and patient petition rate,which is of great significance for medical dispute settlement.It also provides a set of more comprehensive,effective and personalized solutions for medical institutions to provide different medical experience for patient s.

关 键 词：支配、影响、稳健和服从行为语言模型理论 医院投诉 处理流程 医院赔付率 上访率 患者满意率 

分 类 号：R197[医药卫生—卫生事业管理]