Abstract
The problem of waiting time at hospitals in Japan is the most worrisome problem from the viewpoint of improving patient satisfaction.
At Shonan Kamakura General Hospital (Acute medical care category,658 beds), efforts were made to reduce complaints during outpatient waiting time using AIDET®, which is a patient treatment method.
Patient complaints were divided into those that were expressed and those that were not. Complaints that are expressed are defined as “explicit complaints” (The evaluation method is “complaint occurrence rate”) and complaints that are not expressed are defined as “latent complaints” (The evaluation method is “stress index”).
As changes before and after AIDET® education for staff, the transition of explicit complaints and latent complaints was evaluated by a patient questionnaire.
The complaint occurrence rate and the stress index were Significantly reduced, and AIDET® was useful as a method.
It is possible to allocate and shift the patient’s consciousness from waiting time to other fields by using patient treatment, and it is considered to be a measure to reduce complaints. AIDET® is considered to have the elements that cause such behavior.
