Lanzhou University Second Hospital Study On Satisfaction Improvement Of Medical Complaint Management

With the rapid development of medical and health services,the masses of patients have diversified demands for medical and health services.They hope that medical institutions can provide high-quality and exquisite medical technology,and they hope to enjoy humanized and efficient medical services.However,the situation of "difficult and expensive to see a doctor" at tertiary public hospitals has not been reversed,and such shortcomings as slow innovation in clinical technology,asymmetric information between doctors and patients,and insufficient quality medical services are prominent,which easily lead to a "distance gap" between the ideal desire of medical patients and the actual perception of medical treatment,resulting in more and more dissatisfaction and complaints.At present,multiple medical complaints have become an unavoidable new problem and new challenge for medical institutions,but for hospitals,medical complaints are essentially the discovery and reflection of their own problems,which is a free "gift".For complaints,more attention should be paid to the management effect of medical complaints.Taking "the satisfaction of both doctors and patients" as the only standard,the hospital promptly responds to the concerns of both the complainant and the defendant,effectively resolves the doctor-patient conflicts in the state of teeth,finds out management deficiencies in complaints and rectifies them in a timely manner,raising the recognition and satisfaction of medical complaint management,and enhancing the overall service quality and core competitiveness of the hospital.Based on the development history,occurrence of complaints and current situation of medical complaint management in the Lanzhou University Second Hospital,this paper uses the theory of customer satisfaction,the theory of new public service,the theory of two-way peer communication and the customer satisfaction model of ASCI to construct the satisfaction survey index system of medical complaint management and evaluate the satisfaction of both sides of medical complaint management.The index system includes the first-level index of satisfaction of medical complaint management,six second-level indexes of expectations of both parties,perceived quality,perceived value,mutual satisfaction,mutual complaints and mutual loyalty.According to the actual decomposition,14 third-level indexes are extended and classified according to the three management stages of pre-litigation,in-litigation and post-litigation.On the basis of expert scores,the analytic hierarchy process was used to construct the judgment matrix by using Yaahp12.8 software,calculate the weight and relative total weight of each indicator,and conduct consistency test.Meanwhile,the satisfaction questionnaire of the Lanzhou University Second Hospital medical complaint management was formulated for both parties.The complaint management data of the Lanzhou University Second Hospital from January 2019 to June 2022 were selected as samples for systematic sampling.Combined with the survey data of the satisfaction questionnaire,the fuzzy evaluation method was used to evaluate the corresponding satisfaction of all indicators at five levels.The overall satisfaction of both parties to the management of medical complaints and the satisfaction evaluation status of the given dimension of six second-level indicators are obtained,and the expectation of both parties is too high and the system construction is not perfect in the pre-litigation management stage is analyzed.There is gap in service quality and deviation in value perception in the management stage of litigation;The problems and causes of the low satisfaction in handling the post-lawsuit management stage,the neglect of the punishment result and the low trust in the complaint management organization.Aiming at the three stages before,during and after the lawsuit,the paper puts forward the countermeasures to improve the satisfaction of medical complaint management in the Second Hospital of Lanzhou University.This study provides support for improving the satisfaction of medical complaint management in the Lanzhou University Second Hospital,provides new enlightenment for the cognition and value orientation of medical complaint management in third-level public hospitals,and also provides scientific reference for the difficulties and breakthrough points of medical complaint management.