Clinicians' and managers' responses to patients' complaints
Clinicians' and managers' responses to patients' complaints
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临床医生和管理人员对患者投诉的回应
DOI：
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发表时间：
2007
期刊：
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通讯作者：
R. Natangelo
中科院分区：
文献类型：
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作者：
R. Natangelo
目的————本文的目的是讨论对病人提出的投诉的分析，以及卫生委员会和临床医生如何处理申诉人的来信。设计/方法/方法——回顾性分析患者向米兰一个独立的自愿公民协会提出的投诉，同时对医院管理办公室或顾问提出的投诉，以及医院对患者的答复。笔者对市民投诉的原因进行了评估；根据医疗专家的意见，投诉的性质；以及管理人员对投诉过程的处理。调查结果——151人中有83人（55%）的原因是为了补偿受伤或疼痛。根据医学审查，在54例（35.7%）病例中，出现的主要问题主要是“认为”护理质量差。无论是共同的还是单独的，都是医疗质量的“技术性”问题。总共处理了94宗投诉（62.2%）。
Purpose – The purpose of this paper is to discuss the analysis of complaints lodged by patients and how the complainants' letters are handled by health boards and clinicians.Design/methodology/approach – A retrospective analysis of patients' complaints lodged with an independent voluntary citizens' association in Milan and, at the same time, against the hospital administration offices or the consultants and responses returned by the hospitals in reply to the patients. The authors assessed: the reasons for the complaints according to the citizen; the nature of the complaint according to a medical expert revue; and the handling of the complaint process by managers.Findings – For 83 of 151 people (55 per cent), the reason was compensation for injury or pain. According to the medical review, in 54 cases (35.7 per cent), the main themes emerging were mainly “perceived” poor quality of care. Together, or alone, were problems of “technical” quality of care. A total of 94 complaints (62.2 per cent) had been dealt...