翻譯｜于文林 

審校｜夏萍博士

來源｜衛(wèi)生經(jīng)濟(jì)與文化專委會(huì)（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.

在當(dāng)今時(shí)代，醫(yī)院面臨著眾多挑戰(zhàn)。最大的挑戰(zhàn)之一是：如何在不影響治療效果和服務(wù)質(zhì)量的情況下，降低醫(yī)療服務(wù)成本？未能滿足患者對(duì)醫(yī)療服務(wù)質(zhì)量的需求將會(huì)威脅任何一家醫(yī)院或醫(yī)生組織的財(cái)務(wù)績(jī)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…

僅僅是一些不好的就醫(yī)體驗(yàn)就能在社交媒體的迅速擴(kuò)散下毀掉一個(gè)醫(yī)務(wù)工作者的聲譽(yù)。因此，醫(yī)院和醫(yī)務(wù)工作者都應(yīng)該要學(xué)會(huì)如何有效地處理患者投訴，以便滿足不僅僅是常規(guī)的法律法規(guī)要求。事實(shí)上，所有醫(yī)院都應(yīng)將投訴管理納入到醫(yī)院的總體發(fā)展規(guī)劃中來。為了說明這個(gè)問題，讓我們先從基礎(chǔ)開始...

01

Why do patients complain?

為什么病人抱怨？

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

醫(yī)療保健提供方未能滿足患者對(duì)醫(yī)療保健的期望。

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

醫(yī)務(wù)工作人員很少或者沒有帶著同理心去對(duì)待病人。

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

醫(yī)務(wù)工作人員沒有告知醫(yī)生或行政部門關(guān)于患者的擔(dān)憂或者關(guān)心的問題。

The patient was discharged too soon or without comprehensive evaluation.

患者出院時(shí)間過早或未經(jīng)綜合評(píng)估就出院。

02

How to keep a complaint from becoming 

a more serious grievance?

如何防止投訴成為更嚴(yán)重的申訴?

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.  

輕微的投訴要及時(shí)處理。更嚴(yán)重的投訴甚至可能需要行政部門的書面答復(fù)和一對(duì)一的參與。沒有得到解決的投訴—即使是小的投訴—往往會(huì)變成一個(gè)很大的抱怨。因此，認(rèn)真對(duì)待每一個(gè)投訴非常重要的。而且，永遠(yuǎn)不要以為病人投訴是毫無根據(jù)的，一定要給予適當(dāng)?shù)囊魄楹图皶r(shí)的回應(yīng)。

03

Best Practices for Patient Complaint Management

患者投訴管理的最佳實(shí)踐

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.

1.一個(gè)便于患者投訴的地方：醫(yī)院應(yīng)該有一個(gè)方便患者投訴的渠道，并且能讓患者輕松地找到和達(dá)到。便捷地患者投訴渠道通?？梢詼p輕患者的沮喪，并能傳遞出您的善意。

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

2.優(yōu)先處理嚴(yán)重投訴：所有投訴，無論投訴大小，都應(yīng)處理，但越嚴(yán)重的投訴則越需要盡快處理。

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.保持記錄：為了正確存檔與分析投訴，需要記錄好投訴并跟蹤投訴處理的過程。創(chuàng)建不同的投訴類別和處理過程的代碼，便于更容易分析和審查投訴報(bào)告。

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

4.分配責(zé)任：每一個(gè)患者投訴都應(yīng)該由專人負(fù)責(zé)處理，然后由上一級(jí)主管監(jiān)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.確認(rèn)投訴并界定責(zé)任：一般，投訴是通過電話或當(dāng)面與病人的溝通來確認(rèn)。在某些情況下，也會(huì)發(fā)出正式信件來確認(rèn)投訴。

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.投訴調(diào)查與分析：投訴分析的公平性是可被證明和記錄的。所有關(guān)于投訴處理的會(huì)議、談話和調(diào)查結(jié)果的記錄都應(yīng)保存在投訴檔案中。

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.符合醫(yī)院政策的決議：投訴將被轉(zhuǎn)發(fā)到適當(dāng)?shù)闹鞴懿块T解決，并及時(shí)向病人通報(bào)投訴處理進(jìn)度。處理結(jié)果的通知要及時(shí)發(fā)送給消費(fèi)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.隨訪：如果病人對(duì)投訴解決方案不滿意，可繼續(xù)投訴，醫(yī)院則需要繼續(xù)解決問題。如有必要，投訴將提交第三方爭(zhēng)議協(xié)調(diào)解決機(jī)構(gòu)。

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.投訴分析和總結(jié)：把投訴統(tǒng)計(jì)數(shù)字和改善行動(dòng)提案發(fā)給有關(guān)部門，并制定和實(shí)施投訴預(yù)防行動(dòng)計(jì)劃。

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.

投訴管理系統(tǒng)必須與醫(yī)院運(yùn)營(yíng)管理的無縫整合，并配備足夠的投訴解決方案，以達(dá)到預(yù)期的效果。

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原文鏈接：

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

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