患者投诉对医院管理价值的经济学分析

Economic analysis of the value of patient complaints to hospital management

患者投诉作为"负面评价"的标志之一,医院管理者往往对此讳莫如深,这种将医院管理与患者投诉相对立的观点忽视了二者的内在统一性。通过贝叶斯博弈分析为模型来认识患者投诉与医院管理的关系。经分析患者投诉在医院管理部门与医护人员的博弈关系中的作用可知,其可通过降低监管成本、增加管理绩效等对医院管理产生重要的正向价值。通过"成本-收益"曲线研究患者投诉意愿强度的影响因素以探究在医院管理中完善患者投诉制度、增强患者投诉意愿的着力点。基于成本效益分析中对患者投诉影响因素的分析,医疗机构可以通过畅通投诉渠道、确保投诉处理部门立场中立、建立投诉整改闭环工作制度和完善投诉反馈制度等措施来改进工作,以充分发挥患者投诉对医院管理的正效用。

Patient complaints are one of the signs of"negative evaluation",and hospital administrators often keep secrets about this.This view of opposing hospital management and patient complaints ignores the inherent unity of the two.Through Bayesian game analysis as a model to understand the relationship between patient complaints and hospital management.After analyzing the role of patient complaints in the game relationship between hospital management departments and medical staff,it can be seen that it can produce important positive value for hospital management by reducing supervision costs and increasing management performance.The"cost-benefit"curve is used to study the influencing factors of the intensity of patients’complaint willingness to explore the focus of improving the patient’s complaint system and enhancing patients’complaint willingness in hospital management.Based on the analysis of influencing factors of patient complaints in the cost-benefit analysis,medical institutions can improve their work by unblocking complaint channels,ensuring that the complaint handling department is neutral,establishing a closed-loop complaint rectification work system,and improving the complaint feedback system to give full play to patient complaints.Positive effect on hospital management.