Research On Medical Complaint Management In X Hospital Of Shandong Province

With the rapid development of China’s economy and society and the significant improvement of living standards,the people’s demand for multi-level and diversified health continues to grow rapidly,and patients are not only satisfied with the quality and level of hospital treatment in the process of medical treatment,but also pay more and more attention to the sense of experience and acquisition of medical treatment.When the actual medical service does not meet the inner expectations,patients will feel dissatisfied,and then complain and complain.Continuously improving the level of medical complaint management in hospitals and studying the medical complaint management system that adapts to the characteristics of the unit is an urgent problem for many hospitals at present.Taking X Hospital of Shandong Province as the research object,this paper conducts an in-depth study of the hospital’s medical complaint management according to its characteristics.Using literature analysis method,investigation and research method,statistical analysis method,etc.,the current situation of medical complaint management in Hospital X was systematically sorted out,and 1724 complaint cases of the hospital from 2019 to 2021 were summarized and analyzed,and the problems in the hospital’s medical complaint management were found through interviews and questionnaire surveys,and summarized as follows: mutual blame between departments,poor quality of complaint handling,inadequate assessment of complaint handling,insufficient utilization of complaint information,and lack of complaint prevention measures.The causes of the problem are analyzed,and the reasons are unscientific institutional settings,irregular complaint handling processes,unscientific assessment system settings,insufficient application of cutting-edge technologies,and insufficient closed-loop management awareness.According to the analysis of the causes of the problem,combined with the guiding ideology of "patient-centered" and the theory of customer satisfaction,customer relationship rescue theory,service quality management theory and other theories,the optimization measures of the complaint management system such as optimizing the organizational management framework,improving the quality of medical complaint handling,improving the assessment system of medical complaint management,increasing the analysis and utilization of medical complaint information,and paying attention to the closed-loop management of medical complaint management are proposed for Hospital X.Finally,in order to ensure the smooth implementation of countermeasures,safeguard measures are proposed from the aspects of high-quality service,working mechanism,human resources and cultural atmosphere to help Hospital X solve the problems in the management of medical complaints,improve the overall management level of the hospital,and continuously promote the high-quality development of the hospital.It is also hoped that this study can provide reference and enlightenment for the management of medical complaints in other hospitals.