“点线面”三位一体构建一站式投诉解决模式

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中图分类号：R197.323 文献标识码：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

主题选定

全体圈员召开头脑风暴会议，结合工作实际，从部门难点问题出发，提出14个备选主题，并采用权重法与“ 5-3-1 ”评分法，从上级政策、迫切性、可行性、圈能力4个维度进行评价，最终选定得分最高的“‘点线面’三位一体构建一站式投诉解决模式”为本期活动主题。（剩余6542字）