基于PDCA循环的医院投诉管理

Complaint management in hospital based on PDCA cycle

上海市嘉定区南翔医院自2011年起引入PDcA循环进行医疗投诉管理，到2014年底医疗纠纷及医疗赔偿均控制在较低水平。通过PDCA循环加强医疗投诉管理，分为计划（Plan）、执行（Do）、检查（check）、处理（Act）4个阶段，可使医疗投诉的接待和处置程序化和规范化，提高了医疗纠纷处理水平。同时，通过PDcA循环不断发现新问题，解决新问题，并制定持续改进措施，使医疗投诉管理随着PDCA循环不断完善。

PDCA cycle was introduced into our hospital for management of medical complaints since 2011. Until the end of 2014, both medical disputes and compensation were controlled at a relative low level. The process of complaint management was divided into the following steps： planning, doing, checking and acting, which standardized corresponding procedures and improved the quality of solutions. New problems were found during the use of the PDCA cycle, while strategies were continuously taken for better management of the complaints.