Construction and practice of a " 1+ X" patient service defect management system in a hospital
10.3760/cma.j.cn111325-20240715-00589
- VernacularTitle:某院"1＋X"型患者服务缺陷管理体系的建设探索
- Author:
Hong JIANG
1
;
Shuang CHAI
;
Hao FENG
;
Jing QIN
Author Information
1. 上海市第一人民医院设备与物资采购处，上海 200080
- Publication Type:Journal Article
- Keywords:
Hospital;
Total quality management;
Services;
Defect;
Management system;
Patient complaints
- From:
Chinese Journal of Hospital Administration
2025;41(4):308-312
- CountryChina
- Language:Chinese
-
Abstract:
Patient complaints not only reflect the shortcomings of hospital services, but also provide an opportunity for hospitals to improve quality. In July 2023, based on the theory of comprehensive quality management and from the perspective of complaint management, Shanghai General Hospital constructed and launched a " 1 (patient service quality improvement work team)+ X (Shanghai 12320 Health Hotline, various functional departments and clinical medical technology departments of the hospital)" patient service defect management system. This system established a four level organizational structure of patient service quality improvement leadership group-work team-clinical medical technology department work group-all employees. It established mechanisms for acceptance, disposal, improvement, training, evaluation, and rewards and punishments, created a comprehensive service platform, and achieved systematic improvement in patient services. By the end of 2024, the hospital had carried out nearly 200 patient service improvement projects; The daily usage of cloud customer service had exceeded 5 000 people, with an effective response rate of over 94%. In 2024, the response rate for handling work orders through various channels within 48 hours was 90%. This practice had achieved good results in improving the quality of hospital services and enhancing the patient experience, which could provide references for other hospitals to promote the management of patient service defects.
