The Role of Closed Loop Complaint Management in Reducing Patient Complaint Rate in Door/Emergency Management
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.
closed loop complaint managementpatients of complaintsoutpatient serviceemergency departmentmanagementproblem of complaint
万方数据
维普
