The Assessment of Status Quo Using Patient Complaints to Promote Patient-Centered Care— An Example of Department of Dentistry in Medical Center in North Taiwan

碩士 === 國立臺灣大學 === 健康政策與管理研究所 === 101 === Background： Since 1999, the Institute of Medicine (IOM) of Americian has published a set of quality care reports, indicating that the healthcare system faced many difficulties and proposing that the core value of current healthcare service is patient-centered...

Full description

Bibliographic Details
Main Authors:	Ying-Shuan Lee, 李英萱
Other Authors:	鍾國彪
Format:	Others
Language:	zh-TW
Published:	2013
Online Access:	http://ndltd.ncl.edu.tw/handle/31612455209147517153

id	ndltd-TW-101NTU05743027
record_format	oai_dc
spelling	ndltd-TW-101NTU057430272015-10-13T23:05:30Z http://ndltd.ncl.edu.tw/handle/31612455209147517153 The Assessment of Status Quo Using Patient Complaints to Promote Patient-Centered Care— An Example of Department of Dentistry in Medical Center in North Taiwan 由病人抱怨探討「以病人為中心之照護」之現況評估—以北部某醫學中心牙科部為例 Ying-Shuan Lee 李英萱碩士國立臺灣大學健康政策與管理研究所 101 Background： Since 1999, the Institute of Medicine (IOM) of Americian has published a set of quality care reports, indicating that the healthcare system faced many difficulties and proposing that the core value of current healthcare service is patient-centered care, which could be conducted to promote physician-patient relationship and improve health care outcome. In addition, patients make complaints when they are not satisfied with the healrh care service they receive. Objectives： The purposes of this study were to analyse patient complaints of the department of dentistry in a medical center located in northern Taiwan, to determine the frequency and nature of complaints, and further to explore the status quo of patient-centered care. Methods： The current study used Critical Incident Technique to analyze the patient complaints between 1 April 2008 and 31 December 2012. After excluding the complaints that were not readable or without complaint-related content, there were 238 patient complaints and 291 separate issues included in the analyses. Results： 158 of the complaints (66.39%) were made by the patients themselves, and around 30% were made by their relatives. The verbal complaints were 55%, more than the written format (45%). About 73% of complaints were resolved by providing an explanation. The complaints consisted of 5 dimensions and 33 items. 115 issues were related to communication and 87 issues (29.90%) were related to treatment. Conclusions： The majority of patient complaints were related to communication and treatment. Common manner to response patient complaint is to provide an explanation. Therefore, staff training and the development of an electronic complaint management system to track patient complaints were recommended to improve health care quality and patient-centered care. 鍾國彪 2013 學位論文 ; thesis 91 zh-TW
collection	NDLTD
language	zh-TW
format	Others
sources	NDLTD
description	碩士 === 國立臺灣大學 === 健康政策與管理研究所 === 101 === Background： Since 1999, the Institute of Medicine (IOM) of Americian has published a set of quality care reports, indicating that the healthcare system faced many difficulties and proposing that the core value of current healthcare service is patient-centered care, which could be conducted to promote physician-patient relationship and improve health care outcome. In addition, patients make complaints when they are not satisfied with the healrh care service they receive. Objectives： The purposes of this study were to analyse patient complaints of the department of dentistry in a medical center located in northern Taiwan, to determine the frequency and nature of complaints, and further to explore the status quo of patient-centered care. Methods： The current study used Critical Incident Technique to analyze the patient complaints between 1 April 2008 and 31 December 2012. After excluding the complaints that were not readable or without complaint-related content, there were 238 patient complaints and 291 separate issues included in the analyses. Results： 158 of the complaints (66.39%) were made by the patients themselves, and around 30% were made by their relatives. The verbal complaints were 55%, more than the written format (45%). About 73% of complaints were resolved by providing an explanation. The complaints consisted of 5 dimensions and 33 items. 115 issues were related to communication and 87 issues (29.90%) were related to treatment. Conclusions： The majority of patient complaints were related to communication and treatment. Common manner to response patient complaint is to provide an explanation. Therefore, staff training and the development of an electronic complaint management system to track patient complaints were recommended to improve health care quality and patient-centered care.
author2	鍾國彪
author_facet	鍾國彪 Ying-Shuan Lee 李英萱
author	Ying-Shuan Lee 李英萱
spellingShingle	Ying-Shuan Lee 李英萱 The Assessment of Status Quo Using Patient Complaints to Promote Patient-Centered Care— An Example of Department of Dentistry in Medical Center in North Taiwan
author_sort	Ying-Shuan Lee
title	The Assessment of Status Quo Using Patient Complaints to Promote Patient-Centered Care— An Example of Department of Dentistry in Medical Center in North Taiwan
title_short	The Assessment of Status Quo Using Patient Complaints to Promote Patient-Centered Care— An Example of Department of Dentistry in Medical Center in North Taiwan
title_full	The Assessment of Status Quo Using Patient Complaints to Promote Patient-Centered Care— An Example of Department of Dentistry in Medical Center in North Taiwan
title_fullStr	The Assessment of Status Quo Using Patient Complaints to Promote Patient-Centered Care— An Example of Department of Dentistry in Medical Center in North Taiwan
title_full_unstemmed	The Assessment of Status Quo Using Patient Complaints to Promote Patient-Centered Care— An Example of Department of Dentistry in Medical Center in North Taiwan
title_sort	assessment of status quo using patient complaints to promote patient-centered care— an example of department of dentistry in medical center in north taiwan
publishDate	2013
url	http://ndltd.ncl.edu.tw/handle/31612455209147517153
work_keys_str_mv	AT yingshuanlee theassessmentofstatusquousingpatientcomplaintstopromotepatientcenteredcareanexampleofdepartmentofdentistryinmedicalcenterinnorthtaiwan AT lǐyīngxuān theassessmentofstatusquousingpatientcomplaintstopromotepatientcenteredcareanexampleofdepartmentofdentistryinmedicalcenterinnorthtaiwan AT yingshuanlee yóubìngrénbàoyuàntàntǎoyǐbìngrénwèizhōngxīnzhīzhàohùzhīxiànkuàngpínggūyǐběibùmǒuyīxuézhōngxīnyákēbùwèilì AT lǐyīngxuān yóubìngrénbàoyuàntàntǎoyǐbìngrénwèizhōngxīnzhīzhàohùzhīxiànkuàngpínggūyǐběibùmǒuyīxuézhōngxīnyákēbùwèilì AT yingshuanlee assessmentofstatusquousingpatientcomplaintstopromotepatientcenteredcareanexampleofdepartmentofdentistryinmedicalcenterinnorthtaiwan AT lǐyīngxuān assessmentofstatusquousingpatientcomplaintstopromotepatientcenteredcareanexampleofdepartmentofdentistryinmedicalcenterinnorthtaiwan
_version_	1718083960776425472

The Assessment of Status Quo Using Patient Complaints to Promote Patient-Centered Care— An Example of Department of Dentistry in Medical Center in North Taiwan

Similar Items