基于博弈分析的患者投诉管理策略

新时代背景下,公民的权利意识不断增强,患者投诉屡见不鲜.医患关系的紧张严重影响到社会医疗秩序,患者投诉逐渐成为医院发展关注的重点.作者从静态博弈和动态博弈两个角度分析医生、患者、医院三者之间的行为选择,分析各方在博弈中的策略选择及其得益,并提出规范患者投诉管理的对策.建议规范化管理患者投诉,畅通医院投诉渠道,加强对医生...

Countermeasures of patient complaint management based on game analysis

In the new era,with the increasing rights consciousness of citizens,patient complaints occur commonly and the relationship between doctors and patients is deteriorating,which seriously affects the medical treatment order of the society.It has become the priority of the hospital to handle patient complaints properly during its development.This article analyzes the behavioral choices among doctors,patients,and hospitals from two perspectives of the static game and dynamic game.analyzes the strategic choices and benefits of all parties in the game,and provides suggestions to manage patient complaints,for example,standardizing patient complaint management,keeping the complaint channels open,strengthening supervision of doctors’opportunistic behavior,and setting up the reward penalty scheme bound to patient complaints.