Exploration of the medical complaint prevention system in improving the quality of medical services
10.3969/j.issn.1671-332X.2024.09.016
- VernacularTitle:医疗投诉防范体系对改善医疗服务质量的探索
- Author:
Boxian ZHANG
1
;
Yulei HUANG
;
Peng BAO
;
Yuwei LIAO
;
Jiali TAN
Author Information
1. 中山大学附属口腔医院//中山大学光华口腔医学院//广东省口腔医学重点实验室 广东广州 510055
- Keywords:
Stomatological hospital;
Medical complaints;
Prevention system;
Medical services;
PDCA cycle
- From:
Modern Hospital
2024;24(9):1369-1372
- CountryChina
- Language:Chinese
-
Abstract:
Objective To explore and establish a medical complaint prevention system in stomatological hospitals,eval-uate its effect on improving the quality of medical services,in order to provide practical experience for the high-quality develop-ment of peer hospitals.Methods The sample hospitals were problem-oriented,based on the concept of PDCA cycle manage-ment,and integrated multidisciplinary knowledge.Successfully established a medical complaint prevention system for dental hos-pitals.This system mainly includes the planning phase:collecting and analyzing complaint characteristics,formulating plans and expected goals;Implementation stage:Adhere to problem oriented approach and actively implement measures that have been for-mulated;Check stage:Regularly evaluate the effectiveness of measures and conduct targeted surveys of patient opinions;Action stage:Summarizing relevant experiences and developing a recycling and rectification plan,and it has played an important role in improving the quality of medical services in sample hospitals,achieving significant results.Results Compared with 2022,the total number of outpatient and emergency patients in the sample hospitals increased by 14.4％in 2023,the total number of medi-cal complaints decreased by 7.6％,the total number of praise letters from patients and their families to medical staff increased fourfold,and the total number of suggestions for hospital improvement and enhancement decreased by 71.4％.Conclusion The medical complaint prevention system in dental hospitals has improved the quality of medical services in sample hospitals to a cer-tain extent,and the relevant experience is worth promoting.
