Abstract
Task outsourcing has been increasing in hospitals in Japan and it is therefore important to engage the dispatched clerical staff in quality and patient safety.
For this study thirty clerks participated in a planned claim-and-complaint training course. The clerks were divided into groups of 6 and underwent 110-minutes training sessions. For evaluating purposes questionnaires were given out after the completion of the training. Efforts were made to maintain the quality of the training by preparing guidelines and teaching materials before the start. The objective of the training was to establish a positive attitude towards claims and complaints. During the training, efforts were made to make the participants feel relaxed (ice-breaking).
Answers concerning claims that were given before the training and again after the training were then compared. The main content of the training included 1) an explanation of the four major needs (functional/quality need, economic need, need to show respect and need for dignity), 2) explanation of how to deal with claims and complaints and 3) role playing.
The questionnaires revealed that 83% of the participants were dissatisfied with their past management of claims and complaints. All of the participants thought that the training was useful. The training therefore appeared to have achieved its objective.
