医疗服务顾客投诉管理

翻译｜于文林 

审校｜夏萍博士

来源｜卫生经济与文化专委会（ID:wsjjywh20120210）

Healthcare providers face numerous challenges in today’s environment. One of the biggest challenges involves reducing costs without affecting quality of treatment and service. Failure to meet the patients’ demands for quality healthcare and service will threaten the financial viability of ANY hospital or physician group.

在当今时代，医院面临着众多挑战。最大的挑战之一是：如何在不影响治疗效果和服务质量的情况下，降低医疗服务成本？未能满足患者对医疗服务质量的需求将会威胁任何一家医院或医生组织的财务绩效。

 Just a few bad experiences can ruin a healthcare provider’s reputation with the assistance of social media proliferation. Thus, all providers must learn to effectively deal with patient complaints to address more than just the regulatory and legal requirements. In fact, all hospitals should include ‘complaints management’ in their overall compliance strategy. To help address the issue, let’s start with the basics…

仅仅是一些不好的就医体验就能在社交媒体的迅速扩散下毁掉一个医务工作者的声誉。因此，医院和医务工作者都应该要学会如何有效地处理患者投诉，以便满足不仅仅是常规的法律法规要求。事实上，所有医院都应将投诉管理纳入到医院的总体发展规划中来。为了说明这个问题，让我们先从基础开始...

01

Why do patients complain?

为什么病人抱怨？

The healthcare provider did not meet the patient’s expectations with respect to medical care.

医疗保健提供方未能满足患者对医疗保健的期望。

The staff treated the patient poorly and/or without compassion.

医务工作人员很少或者没有带着同理心去对待病人。

The staff didn’t notify the physician or administration of a patient’s concern/issue.

医务工作人员没有告知医生或行政部门关于患者的担忧或者关心的问题。

The patient was discharged too soon or without comprehensive evaluation.

患者出院时间过早或未经综合评估就出院。

02

How to keep a complaint from becoming 

a more serious grievance?

如何防止投诉成为更严重的申诉?

Minor complaints need to be addressed promptly. More serious compla ints may even require a written response and personal 1-on-1 involvement by administration. Complaints that don’t get addressed – even minor ones – often grow into a much large grievance.  Thus, it’s important to take EVERY complaint seriously. Also, never assume a complaint is groundless and be sure to give some type of empathetic and prompt response.  

轻微的投诉要及时处理。更严重的投诉甚至可能需要行政部门的书面答复和一对一的参与。没有得到解决的投诉—即使是小的投诉—往往会变成一个很大的抱怨。因此，认真对待每一个投诉非常重要的。而且，永远不要以为病人投诉是毫无根据的，一定要给予适当的移情和及时的回应。

03

Best Practices for Patient Complaint Management

患者投诉管理的最佳实践

Easy place to submit complaints: Patients should have an easy mechanism for submitting a complaint. Select a place that can be easily found and accessible.  Making the submission easy often reduces a patient’s frustration right off-the-bat and communicates your good intentions.

1.一个便于患者投诉的地方：医院应该有一个方便患者投诉的渠道，并且能让患者轻松地找到和达到。便捷地患者投诉渠道通常可以减轻患者的沮丧，并能传递出您的善意。

Prioritize serious complaints:Address all complaints regardless of severity, but the more serious issues need to be addressed as soon as possible.

2.优先处理严重投诉：所有投诉，无论投诉大小，都应处理，但越严重的投诉则越需要尽快处理。

Keep records: Log complaints and track the status for proper record-keeping and analysis. Create different categories and status codes to make reporting easier to analyze and review.

3.保持记录：为了正确存档与分析投诉，需要记录好投诉并跟踪投诉处理的过程。创建不同的投诉类别和处理过程的代码，便于更容易分析和审查投诉报告。

Assign responsibility: Each complaint should be assigned to one person for handling and then forwarded to another level of authority for supervision.

4.分配责任：每一个患者投诉都应该由专人负责处理，然后由上一级主管监督管理。

Acknowledgement of Complaints and Defining of Responsibility: Complaints are always acknowledged by talking to the customer on phone or in person. In some cases formal letters are also issued to acknowledge complaints.

5.确认投诉并界定责任：一般，投诉是通过电话或当面与病人的沟通来确认。在某些情况下，也会发出正式信件来确认投诉。

Investigation and Analysis of Complaints: Fairness in analysis of the complaint is demonstrable and documented. Records of all meetings, conversations and findings are maintained in the complaints file.

6.投诉调查与分析：投诉分析的公平性是可被证明和记录的。所有关于投诉处理的会议、谈话和调查结果的记录都应保存在投诉档案中。

Resolution Consistent with Company Policy: The complaint is forwarded to the appropriate level of authority for resolution and the consumer is kept informed about progress reports. A notification of the proposed settlement is sent to the consumer promptly.

7.符合医院政策的决议：投诉将被转发到适当的主管部门解决，并及时向病人通报投诉处理进度。处理结果的通知要及时发送给消费者。

Follow-up with the Customer: If the consumer is not satisfied with the resolution, the problem is addressed again. The complaint is referred to a third-party dispute-resolution mechanism, if necessary.

8.随访：如果病人对投诉解决方案不满意，可继续投诉，医院则需要继续解决问题。如有必要，投诉将提交第三方争议协调解决机构。

Analysis and Summary of Complaints: Complaints statistics and action proposals are circulated to appropriate departments and an action plan for complaints prevention is developed and implemented.

9.投诉分析和总结：把投诉统计数字和改善行动提案发给有关部门，并制定和实施投诉预防行动计划。

It is imperative for a complaints management system to seamlessly integrate with hospital operations and be equipped to provide adequate complaint resolutions in order to achieve the desired results.

投诉管理系统必须与医院运营管理的无缝整合，并配备足够的投诉解决方案，以达到预期的效果。

- End -

原文链接：

http://alacritycollections.com/managing-customer-complaints-in-healthcare/

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