Medical Complaint Management And Current Situation

Objective: This study took a third-grade A hospital in Shenzhen city as an example,combined the management theory with the actual situation of complaint management in the hospital,and discussed the existing problems and improvement measures in the medical complaint management organization,medical complaint handling process,and medical complaint handling execution.At the same time,according to the specific contents of 2,419 medical complaints,the author summarized statistics and analyzed them to provide a scientific basis for hospitals to improve the quality of diagnosis and treatment,ensure the safety of patients,and build a harmonious doctor-patient relationship.Meanwhile,the author also provided references for other hospitals in the management and prevention of medical complaints.Methods:(1)Research on the management of medical complaints in the third class hospital by using the theory of customer relationship management(customer relationship management,CRM),customer complaint behavior model and expert consultation method.(2)A retrospective analysis of 2419 medical complaints was carried out.According to the contents recorded in each complaint,22 complaints were summarized,22 complaints were classified into 6 complaints according to their characteristics,and 6 complaints were classified into three areas: clinical,managerial and doctor-patient relations.(3)Grading medical complaints according to the severity of the injury caused to the patient by the incident.(4)In statistical description,counting data are described by composition ratio,and statistical inference is analyzed by Chi-square test,binary logistic regression,and multivariate logistic regression.Results :(1)In the aspect of complaint management organization,the third level hospital has set up the first patient relationship department in the whole country,and the specialty is dedicated to the management of medical complaints.In terms of complaint management process,the tertiary hospital has a set of more complete "three lines" processing process,so that complex and changeable complaint handling can befollowed by rules and principles.In the implementation of complaint handling,the hospital has formed a "wide talk,complaints have a door" hospital culture,multi-channel and multi-directional acceptance of medical complaints,through the "full record" way into the medical complaint handling electronic system.But there are still shortcomings in the whole process of medical complaint management.For example,the gender distribution of human resources in complaint management organizations is uneven,the flexibility of complaint handling process is poor,and there are defects in the electronic complaint handling system.(2)Among the different levels of medical complaints,the highest number of complaints SI=0(incidents occurred but did not cause injury to patients),a total of 1857,accounting for 76.76%of the total number of complaints.Of the 1,346 medical complaints involving individuals,the professions with the highest number of complaints were doctors(1007,74.82%)and pharmacy personnel(4,0.29%).(3)Of the 2419 medical complaints,the number of complaints in the area of management(1037,42.86%)was higher than that in the area of doctor-patient relations(705,29.14%)than in the clinical area(633,26.17%)than in other complaints(44,1.82%).differences in the proportion of complaints in different fields between outpatient and emergency departments,inpatients(or family members)(p<0.05).(4)In the clinical field,the departments with the highest number of complaints in the medical quality category are obstetrics and gynaecology(55,17.73%),the most complaints are due to poor quality of visits(131,38.08%),the departments with the highest number of complaints in the medical safety category are surgery(60,16.13%),and the most complaints are due to patient safety incidents(137,36.82%).(5)In the area of management,the department with the highest number of complaints in the management system is surgery(130,19.58%),with the highest number of complaints due to excessive medical costs(367,63.16%);the department with the highest number of complaints in the medical procedures and accessible medical services is the Department of Obstetrics and Gynecology(52,13.94%),with the highest number of complaints due to long waiting times(160,42.89%).(6)In the area of doctor-patient relations,paediatrics(82,14.56%)is the department with the highest number of complaints of service attitude,which is due to poor service attitude ofdoctors(61,19.06 per cent),surgery(44,30.99%)is the department with the highest number of complaints of patients' rights,and informed and informed(142,87.32 %)is the main cause of complaints.(7)The differences in the composition of medical complaints and medical complaints were statistically significant in terms of gender,education,working years,etc.(p <0.05),and there was no significant difference in the composition of professional titles(p>0.05).(8)The gender of the complainant,the relationship between the patients and the payment of medical expenses were statistically significant in the composition of each complaint area(p <0.05),and the age of the complainant was not statistically significant(p>0.05).Conclusion :(1)The hospital has a relatively perfect medical complaint management system.The advantages of complaint management organization,complaint handling process and complaint handling execution are worth learning from other hospitals.But there are also problems such as lack of flexibility in handling complaints,imperfect channels for receiving complaints,and backward electronic system for complaint management.(2)The majority of complaints that do not cause injury to patients,medical personnel in the daily diagnosis and treatment process should pay attention to the details of medical services,the whole process,multi-field reduction of "non-harm" complaints.(3)Improve the quality of diagnosis and treatment,ensure patient safety is an important grasp to prevent and reduce complaints in the clinical field,medical personnel should strive to improve their own medical skills,hospital level needs to continue to strengthen medical quality management.(4)Reducing the economic and time cost of patients' visits is the key to preventing and reducing complaints in the field of management.Hospitals should continue to adhere to the principle of public welfare,appropriately reduce registration and treatment costs,make appointments online at night,and shorten waiting times.(5)protecting the basic rights of patients and improving the service attitude of medical staff is an important way to prevent and reduce complaints in the field of doctor-patient relationship.Hospitals and staff should strengthen medical ethics education and improve service attitude while implementing various medical systems.