Study On Analysis And Countermeasure Of Hospital Logistic Outsourcing Service Complaints

Along with the hospital to outsourcing contract logistics services business willincreasingly entrusted to outsourcing supplier management, service risk management,gradually manifested in the outsourcing service personnel, equipment, environmentfactor of defects, and as the hospital outsourcing service complaint behaviors of theuser or service disputes appear, will bring greater impact hospital and outsourcingservices, so the establishment of early warning mechanism is very important andurgent to study complaints risk management.In this paper, based on the complaints management related theory study,through the empirical research of a hospital, the use of MORT (ManagementOversight and Risk Tree) method, established the evaluation model of risk ofcomplaint management system based on MORT.This model analyzes the direct factors of moral complaints in risk managementand indirect factors, established the elements of hospital logistics outsourcing servicecomplaints risk evaluation system by using the AHP; on the outsourcing serviceemployees on-site questionnaire scoring basis, calculate the take home score andcarries on the appraisal to the scoring results combined with fuzzy comprehensiveevaluation mathematical method.The conclusions of this study are three:1In the hospital complaints logistic outsourcing service management in theestablishment of MORT model, which can easily find defects factors of potentialcomplaints, can be in front of the problems and defects of factors found, carrytruncation, control, prevention, to avoid the risk factors and the complaints complaints.2In the practical application, MORT model that can be according to the scopeof business size, can also be based on the research of typical events are adversefactors or general events flexibly and transverse and longitudinal targeted. In thehospital environment, MORT model can be used as an effective tool to use, the promotion of medical complaints level.3The establishment of MORT model for decision makers, but also a goodassessment tools, problems in the decision-making, according to the MORT modelreflects the problem, by importance degree of risk matrix, can weigh well profitinterests in decision-making, will limited medical resources to do more optimizationconfiguration.This paper applies the MORT method in the study of the field of our countryhospital complaints logistic outsourcing service management, analysis and evaluationof risk control methods proposed, have certain innovation.