基于FIRE沟通模型的投诉处理流程在门诊投诉管理中的应用

Application of the Outpatient Complaint Handling Process Guided by the Fire Communication Model in the Outpatient Complaint Management

摘要: 目的：应用FIRE模型优化门诊投诉处理流程并探讨该沟通模式在门诊投诉管理中的应用效果。方法：选取济南市某三甲医院门诊投诉者为研究对象，将2023年1月至2023年12月门诊投诉登记在案324例投诉者设为对照组，对照组投诉按照接待–登记–转至相关科室自行处理的方式管理；2024年1月至2024年12月门诊投诉登记在案的320例投诉患者设为观察组，观察组投诉由投诉专员运用基于FIRE模型优化的投诉处理流程管理。运用问卷调查法调查并比较投诉者对投诉处理结果满意率、投诉者满意度、医务人员满意度。结果：观察组投诉者对投诉处理结果满意率明显提升，其中医疗类、服务类投诉处理结果相对于对照组满意率显著提升；流程类、其他类投诉处理结果满意率提升效果不明显；组间比较观察组院内投诉处理结果满意率明显高于院外投诉，差异具有统计学意义(P < 0.05)；观察组投诉者满意度和医务人员满意度显著高于对照组(P < 0.05)。结论：运用基于FIRE沟通模型优化门诊投诉处理流程能够有效提升门诊投诉处理结果满意率；防止医患矛盾激化，有效实现门诊投诉院内调解；提升投诉双方满意度，保障医患双方合法权益；有利于医务人员清晰地认识到自身不足，识别医疗纠纷隐患，提高医务人员沟通能力。

Abstract: Objective: To optimize the outpatient complaint handling process using the FIRE model and evaluate its application effects in outpatient complaint management. Methods: A tertiary hospital in Jinan City was selected as the study subject. The 324 outpatient complaints registered from January 2023 to December 2023 were designated as the control group, managed through the reception-registration-referral-to-relevant departments self-handling approach. The 320 outpatient complaints registered from January 2024 to December 2024 were designated as the observation group, managed by complaint specialists using the FIRE model-optimized complaint handling process. Questionnaire surveys were conducted to compare the satisfaction rates of complaint handlers, complainants, and healthcare professionals with the complaint handling outcomes. Results: The satisfaction rate of the observation group with complaint handling outcomes significantly improved, particularly for medical and service-related complaints, which showed significantly higher satisfaction rates compared to the control group. The improvement in process-related and other complaint handling outcomes was not statistically significant. Between groups, the satisfaction rate of in-hospital complaints in the observation group was significantly higher than that of out-of-hospital complaints, with a statistically significant difference (P<0.05). The satisfaction rates of complainants and healthcare professionals in the observation group were significantly higher than those in the control group (P<0.05). Conclusion: The application of the FIRE communication model to optimize the outpatient complaint handling process can effectively improve the satisfaction rate of complaint resolution outcomes; prevent the escalation of doctor-patient conflicts and achieve effective in-hospital mediation of outpatient complaints; enhance the satisfaction of both complainants and complainants, safeguarding the legitimate rights and interests of both parties; and facilitate healthcare professionals to clearly recognize their own shortcomings, identify potential medical disputes, and improve their communication skills.