Complaints and claims at general hospitals

DOI
  • Hayashi Ritsuko
    Fukui General Hospital, Section for Planning Medical Safety, Fukui, Japan

Bibliographic Information

Other Title
  • 総合病院における新しい苦情・クレーム対応法の研究
  • -Introducing obligatory meetings to be attended by all parties involved and impartial intervention by a general risk manager (GRM) -
  • －当事者同士の面談導入とジェネラルリスクマネジャーの中立的介入の効果－

Description

In response to complaints and claims by patients, the Fukui General Hospital in April 2002 introduced a unique flow chart, which consists of 3 phases, primary through tertiary. The primary and tertiary phases corresponded to those conventionally practiced where a general risk manager (GRM) is not involved. In the secondary phase a GRM maintains a neutral position. In the most sensitive portion of this phase, its final segment, a meeting was introduced to allow for discussion between the parties representing the patient and the medical personnel. Also in attendance at the same meeting is an impartial GRM.<br>Results of the introduction of this new system show:1) In spite of the initial discrepancies in understanding by the parties involved, they eventually came to an amicable view of the situation;2) Both parties accepted the intervention by the GRM, who was regarded as a member who was impartial in regard to both parties;3) Arranging for this meeting as well as the intervention by the GRM not only avoided unnecessary legal disputes but also resulted in a solution acceptable for both sides, which was more reasonable than if legal means had been pursued;4) The average number of days required for the secondary phase was 33 days (range from 2 to 195 days).<br>As a result, it is believed that establishing a trusting relationship between the GRM, patients and medical personnel is of primary importance when attempting to reach an amicable settlement in these kinds of cases.

Journal

Keywords

Details 詳細情報について

  • CRID
    1390282680481659648
  • NII Article ID
    130004619257
  • DOI
    10.11191/jhm.10.438
  • ISSN
    18846807
    18812503
  • Text Lang
    ja
  • Data Source
    • JaLC
    • CiNii Articles
  • Abstract License Flag
    Disallowed

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