Part Of Shanghai Municipal Hospital Medical Complaints And Patient Satisfaction Analysis

The health occupations is characterized as a profession with high-technique, high-intensity and high-stake, thus the medical personnel assume the heavy medical missions which is both strenuous and stressful.with the development of the social economics, people’s demand for medical service is increasing, and they request a higher standard of service quality and efficiency. A smooth development of medical activity is necessarily based on a good doctor-patient relationship, which concerns the working atmosphere, the growth and the development of the medical personnel. A harmonious doctor-patient relationship can help to raise the compliance of the patients in diagnosis and treat, and also improve the occupation loyalty of the medical personnel on the way to the construction of a harmonious society. So it is the constructing of a harmonious doctor-patient relationship that the hospital administrator should pay more attention.By researching the four Shanghai municipal hospital to clinic patients and medical staff of the complaint, the hospital reception, disputes disposal sectors, as well as do medical subject and personnel of the administrative department of health retrospectively reviewed, through questionnaire survey of clinic patients and interview with key insiders, it analyzes medical complaint and satisfaction and explore the coping strategy suited to the municipal hospital against medical complaint in order to prevent medical complaint from happening effectively, improve the ability of dealing with medical complaint and advise to enhance the doctor-patient relationship.The questionnaire survey of clinic patients indicates that the overall satisfaction of related index in each hospital maintains a relatively high level. Except for individual indexes of some hospitals, most indexes of a majority of hospitals are approved by the vast majority of the patients (evaluation given by patient:satisfied or very satisfied).The study makes a inter-hospital comparison, and a comparison of responses between clinic patients and hospitalized patients. The result shows that volume of service becomes the primary element in restraining the patient satisfaction of a hospital. Patients on their own right to know more than with their own obligations the understanding; For health care workers rights and obligations of the understanding, more than their own rights and obligations of understanding. At the same time, with the development of social economy and the rising and developing of service it promotes, patients emphasize more on their own rights; they even identify medical service industry with the general service industry, medical service providing with general service providing, doctor-patient relationship with general relationship between service provider and consumer. The study also found that, being dissatisfied with the service, the majority of the patients would choose to report to the relevant department of the hospital, if it is not get solved, then they would report the problem to upper section or reflect to upper section of the hospital directly.Through a profound interview with the front-line medical care personnel, receptionist of medical complaints, staff in department of dispute proposal, hospital investors of municipal hospital and workers in charge of channel reception in health administration section, we find that most medical care personnel have a relatively clear understanding of status of current doctor-patient relationship, and they can put forward some opinions and suggestions for existing complaint and the dispute proposal in the hospital according to their regular work.The study shows that the doctor-patient relationship simply depends on four factors, that is, the first is doctor who might make a mistake in diagnosis and treat and does have bad behavior, the second is patient who has too high’ expectation, the third is inter-dynamic factor of them who have ill communication between them, the last is the social factor including policy guideline and media voice. Researchers have come up with advices and countermeasures on two aspects:to improve the present doctor-patient relationship, we need to strengthen establishment of medical ethics among medical workers; reinforce the effective doctor-patient communication; pay attention to complaints of the patients; better the medical environment; straighten system and mechanism and create a friendly policy environment for doctor-patient relationship. As for coping strategy for medical complaints and disputes, we need to intensify the construction of hospital related office to detect medical disputes in the early stages; introduce the third party mediation mechanism and elicit the mediation of medical dispute out of the hospital.In this study, it has made certain progress in comprehending the main reasons of stressful doctor-patient relationship and assessment of the medical service provided by the hospital. However, during the study, we find that there are some shortcomings in the design of some details. In short, there is rare analysis on patient satisfaction and medical complaint with regard to many hospitals, thus this study has certain reference for the municipal hospital in Shanghai to analyze the existing problem in diagnosis and treat and improve the medical service.