Implementation Effect of Medical Risk Early Warning Monitoring Based on Closed-Loop Complaint Management
- VernacularTitle:基于投诉闭环管理的医疗风险预警监测实施效果分析
- Author:
Bei YUAN
1
;
Shibei SONG
1
;
Yunting YAO
1
;
Xiao TANG
1
;
Zhanqiang MA
1
Author Information
1. 贵州省第二人民医院 贵州 贵阳 550001
- Publication Type:Journal Article
- Keywords:
medical risk early warning;
closed-loop compliant management;
implementation effect;
medical service quality;
satisfaction
- From:
Chinese Hospital Management
2025;45(3):67-71
- CountryChina
- Language:Chinese
-
Abstract:
Objective To analyze the implementation effect of medical risk early warning monitoring based on closed-loop complaint management.Methods A total of 453 patients admitted to the Second People's Hospital of Guizhou Province from January 2022 to December 2023 were selected retrospectively.Among them,222 patients admitted to the departments where the medical risk early warning monitoring system based on closed-loop complaint management was implemented were included in the observation group.231 patients admitted to the departments where routine medical care and complaint management were implemented were included in the control group.Risk events,complaints,medical service quality and patient satisfaction were compared between the two groups.Results The incidence rates of pressure ulcers,phlebitis,falls and other risk events were lower in the observation group than in the control group(P＜0.05),the complaint rates of examination departments and auxiliary departments and total were lower in the observation group than in the control group(P＜0.05),the complaint rates of service attitude,communication problems and medical dispute were lower in the observation group than in the control group(P＜0.05),the satisfaction rate of the observation group was higher than that of the control group(P＜0.05),the observation group had higher scores than the control group in terms of health education,communication and notification,coping capacity,specialist skills,basic skills,infection prevention and total(P＜0.05).Conclusion The medical risk early warning monitoring system based on closed-loop complaint management can reduce risk events and complaints,and improve medical service quality and satisfaction,it can achieve significant effects in practice.
