2020 Volume 35 Issue 2 Pages 217-224
Purpose: The goal of this study was to contribute to improved safety and peace of mind for examinations, as well as examinee satisfaction, by strengthening cooperation with the medical safety management system and establishing “Your Consultation Room” to improve examinee services.
Methods: By carrying out universal management of examinee feedback through “Your Consultation Room,” including collection, analysis, and improvement proposals, this study attempted to strengthen risk management. In addition to striving for smooth problem-solving related to adverse medical events through coordination with the medical safety management system, the study also strived to strengthen post-event follow-up by incorporating medical coordination functions into “Your Consultation Room.”
Results: For nine cases of medical adverse events, the medical mediator assigned to “Your Consultation Room” served as a bridge to the examinee, solving problems while simultaneously carrying out activities to prevent recurrences. In addition, measures such as the creation of examination compliance standards were taken based on examinee feedback, which led to improved safety and peace of mind. Although around 100 complaints had been collected from the suggestion box each year up until now, starting from the year after “Your Consultation Room” was established, the number of requests decreased and the number of expressions of gratitude increased.
Conclusion: By carrying out universal management of examinee feedback and making efforts for risk management while simultaneously organizing the medical safety management system, this study not only provided safer examinations and greater examinee satisfaction but also improved risk management awareness among staff members.
