An exploratory study of complaints handling and nature
An exploratory study of complaints handling and nature
复制标题
DOI：
10.1111/j.1440-172x.2012.02057.x
复制
发表时间：
2012-10-01
影响因子：
1.9
通讯作者：
Hsieh, Sophie Yahui
中科院分区：
文献类型：
--
作者：
Hsieh, Sophie Yahui
不同国家有不同的投诉处理制度。本研究揭示了一般途径，以处理投诉，提供了一个概述的情况下，医院以及一般投诉处理图片在台湾。它探讨了医院投诉和医院工作人员如何处理他们。本研究选择台湾一家大型教学医院作为个案研究。通过深入访谈、文件分析和询问3年投诉档案收集数据。研究发现，对人性和护理/治疗的不满通常会导致病例医院的病人抱怨。了解投诉模式，因此，可以帮助医院管理者提高组织绩效，这表明，某些服务的提供需要优先考虑，如果医院工作人员打算提高服务质量。
Different countries have different complaints handling systems. This study reveals general pathways to handling complaints that provide an overview at the case hospital as well as a general complaints handling picture in Taiwan. It explores hospital complaints and how hospital staff handle them. A large teaching hospital in Taiwan was purposefully chosen as a case study. Data were collected through in-depth interviews, document analysis and interrogating a 3-year complaints archive. The study found that dissatisfaction with humaneness and care/treatment commonly causes the case hospital patients to complain. Understanding complaint patterns, therefore, can help hospital managers improve organizational performance, which shows that certain service provision needs to be prioritized if hospital staff intend to improve service quality.