“點(diǎn)線面”三位一體構(gòu)建一站式投訴解決模式

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中圖分類號(hào)：R197.323 文獻(xiàn)標(biāo)識(shí)碼：B

AbstractObjective To construct a one-stop complaint resolution model.MethodsBy utilizing a research一 orientedquality control circle，the currnt situation was investigated，and keychalenges were analyzed.Focusing on complaintrisk identification，early warning，preventionandcontrol，rapid complaint handling andclosed—loop management，as wellasservice process optimizationand humanistic enhancement，a trinityone一stopcomplaint resolution model integrating"point，line，and plane" was constructed.ResultsThe incidence of patient complaints decreased to 2.6‰ ，the complaint response rate increased to 94% ， the complaint resolution rate increased to 91% ，the repeat complaint rate decreased to 4% ，the satisfaction rate with complaint handling increased to 98% ，and the patient satisfaction rate increased to 95% .ConclusionThe "point-line-plane" trinity one一stop complaint resolution model can fully mobilize the colaborative eforts of multiple hospital departments，improve thecomplaint management mechanism，enhance the quality of medical services and patient satisfaction，and improve the patient experience.

Key words Quality Control Circle；Research一Oriented Quality Control Circle； Complaint Management；One一 Stop

Service;Patient Experience

First-author'saddress Shanghai Pudong Hospital，Shanghai，201399，China

主題選定

全體圈員召開頭腦風(fēng)暴會(huì)議，結(jié)合工作實(shí)際，從部門難點(diǎn)問題出發(fā)，提出14個(gè)備選主題，并采用權(quán)重法與“ 5-3-1 ”評(píng)分法，從上級(jí)政策、迫切性、可行性、圈能力4個(gè)維度進(jìn)行評(píng)價(jià)，最終選定得分最高的“‘點(diǎn)線面’三位一體構(gòu)建一站式投訴解決模式”為本期活動(dòng)主題。（剩余6542字）