Abstract
Background With the last amendment of the ISO 9000 family of standards, the obligation to implement a structured complaint management was emphasized. For rescue coordination centers/integrated dispatch centers, this once again provides the opportunity to no longer see complaints as mere evidence of guilt, but rather as an elementary component of quality improvement in the sense of a learning organization. Objective The aim of this original work is to provide a handout for the evaluation and handling of complaints and thus to promote the implementation or expansion of complaint management in dispatch centers. Material and methods The research work is based on a qualitative research design. In order to derive and substantiate the recommendations for action, various complaint management systems were qualitatively interpreted by means of document analysis and adapted for use in dispatch centers within the framework of several group discussions. For this purpose, a panel of experts was formed within the framework of a working group of the Association of Dispatch Centers. Results A matrix and a table for prioritization were developed as a handout for the evaluation of complaints. These two tools provide those responsible in dispatch centers with an initial orientation, regardless of the way the complaint was received. Information on how to further process the complaint can be taken from the developed error categories. The error categories are also suitable for the case of positive feedback. Praise and recognition can thus also be given in a structured way and contribute to a positive change process.
| Dokumententyp: | Zeitschriftenartikel |
|---|---|
| Fakultät: | Medizin |
| Themengebiete: | 600 Technik, Medizin, angewandte Wissenschaften > 610 Medizin und Gesundheit |
| ISSN: | 1434-6222 |
| Sprache: | Deutsch |
| Dokumenten ID: | 111853 |
| Datum der Veröffentlichung auf Open Access LMU: | 02. Apr. 2024, 07:30 |
| Letzte Änderungen: | 02. Apr. 2024, 07:30 |
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