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Strengthening hospital management for patients complain


5% decline in customer dissatisfaction can increase the effectiveness of 25 ~ 85 _1]. Hospital as a special service industry, more attention should be paid patients complain, timely and effective manner to resolve patient complaints, the hospital could save the resulting huge losses. Second, do patients complain Management (A) through regular education and improve the overall quality of medical personnel. To firmly establish the medical staff in the satisfaction, in order to reduce patient complaints. (B) establish a hospital Hospital medical staff are internal customers, their satisfaction is the medical staff felt their work experience a pleasant feeling. Studies have shown that medical staff satisfaction and patient satisfaction is a direct correlation between 2]. Medical staff satisfaction with the practice environment, physician-patient relationship, reward distribution, the development of space, of which, income level and their development is particularly important. If the doctor low income levels, may lead physicians to receive a red envelope with, Author: 114,[link widoczny dla zalogowanych],011 Anshan City, Liaoning Province,[link widoczny dla zalogowanych], Anshan West Hospital Medical Branch Corresponding author: Di Hongjun, Email: hongjunzhai @ 163. com �� service management to prescription or other improper means to seek benefits, increasing the burden on patients, causing patient dissatisfaction. On the other hand, whether the hospital for medical personnel, especially Dr. Gao Nianzi provide good development opportunities for academic exchanges, opportunities for developing new technologies, are also important. Studies have shown that for doctors to provide more opportunities for education and networking opportunities with their peers,[link widoczny dla zalogowanych], able to improve the job satisfaction of doctors _3]. Hospital patients in order to provide satisfactory medical services, first of all, the internal employee satisfaction, and meet their legitimate rights, to provide good learning and development space to realize their own value, thereby mobilizing the enthusiasm of the staff to better serve patients satisfied with the service. (C) an strong business learning, and constantly improve the technological level, to ensure the quality of medical care, to provide satisfactory services for patients _4]. Young physicians to strengthen the ; experienced radiologists or Division Head of regular access to relevant literature, participate in professional conferences, and master the profession of new developments and to lower levels in the rounds in the missionary doctors. (D) establish and improve the complaints management system. Hospital patients should have a clear complaints received sector, the establishment of patient complaints reception room, the person responsible for implementation of the first visit to accountability, clear lines of responsibility, so that patients can get timely resolution of complaints. To establish and improve complaints handling procedures in patients,[link widoczny dla zalogowanych], patients complain of treatment generally been accepted, the survey analysis, the results of feedback and continuous improvement programs such as hospitals. First, the reception staff were accepting complaints, should be patient and listen to patients or family members to reflect the situation, good records of investigations, in particular, detailed records to contact patients in order to find, the feedback process the results. Second, understand the situation in the investigation, the medical staff should be objective and accurately reflect what has happened, if necessary, organize the relevant expert consultation, a clear medical staff have the responsibility to act accordingly to resolve the dispute. Finally, the simple solution is not the ultimate goal of every dispute, it is important to deal with the dispute found problems in the diagnosis and treatment continue to improve and reduce errors. .
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