Abstract:

To analyze the sources, classification, treatment measures and improvement effects of the complaints accepted by Shenzhen Luohu Hospital Group Inspection Center from May 2018 to August 2022, in order to explore effective measures to improve patients' medical experience and satisfaction. The intelligent laboratory management platform was used to analyze the complaints of the regional inspection center from May 2018 to August 2022, and the whole process from acceptance to effect evaluation was analyzed in terms of the causes of complaints, treatment measures and patient satisfaction. Results show that there were 67 complaints from May 2018 to August 2022, of which 47 were valid complaints. The effective complaints include clinical complaints and patient complaints, of which clinical complaints are the main (39 cases), followed by patient complaints (8 cases). Among the effective complaints, the most complaints were caused by the reporting time, followed by reporting errors, while the complaints caused by inspection errors and unskilled operation were less, with 1 and 2 cases respectively. The main reasons for the complaints leading to the reporting time are: instrument failure, inadequate communication, network transmission errors, improper operation of personnel. The main reasons for complaints caused by reporting errors include: detection system errors, reagent errors, improper personnel operation, etc. With the help of intelligent management platform, the testing center records the electronic process of complaints, summarizes and analyzes the causes and handling measures of complaints, which can effectively improve the service level and patient satisfaction.

Key words: laboratory complaint, quality management, electronic process, satisfaction