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作者

田文文 贾 坤 乔建红

作者单位

山东大学护理与康复学院，山东 济南 山东第一医科大学第一附属医院(山东省千佛山医院)门诊部，山东 济南

刊名

Nursing Science

年份

2026

卷号

Vol.15 No.2

页码

24-31

ISSN

2168-5657

关键词

门诊 医疗投诉 FIRE模型 沟通 Outpatient Medical Complaint FIRE Model Communications

摘要

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 Jan...更多

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 . The satisfaction rates of complainants and healthcare professionals in the observation group were significantly higher than those in the control group . 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.收起

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