A system for using patient complaints as a trigger to improve quality.
A system for using patient complaints as a trigger to improve quality.
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DOI：
10.1097/qmh.0b013e318222e73b
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发表时间：
2011-10-01
影响因子：
1.2
通讯作者：
Hsieh, Sophie Yahui
中科院分区：
文献类型：
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作者：
Hsieh, Sophie Yahui
本研究旨在探讨医院组织如何利用投诉来推动质量改善。本研究有意选取台湾某教学医院为个案研究对象。数据收集的来源多种多样，包括对主要管理人员和社会工作者的访谈，对管理人员的问卷调查（n = 53），对政府组织（n = 4）和非政府组织（n = 3）的访谈，文件收集和审查，以及使用问卷调查和非参与式观察的关键事件技术（n = 59）。这项研究表明，个案医院试图在个案基础上解决投诉。但它没有作为一个集体对这些投诉采取行动，以确定系统性问题和缺陷。这种方法提供了单循环学习，这可能足以处理手头的问题，但不足以防止此类问题在将来再次发生。本研究提出了一些关于利用投诉来提高质量的最佳实践系统的启示。
This study aims to explore how hospital organizations can use complaints to drive quality improvement. A teaching hospital in Taiwan was purposefully selected as a case study. Data were collected from a variety of sources, including interview with key managers and social workers, questionnaire survey of managers (n = 53), interview with government organizations (n = 4) and nongovernment organizations (n = 3), document collection and review, and the Critical Incident Technique using a questionnaire and nonparticipant observation (n = 59). This study revealed that the case hospital attempted to resolve complaints on a case-by-case basis. But it did not act on these complaints as a collective group to identify systemic problems and deficiencies. This approach provides single-loop learning, which may be sufficient to handle the problem on hand but is not enough to prevent such problems occurring again in the future. This study suggests some implications in regard to a best practice system for using complaints to improve quality.