Health policy (Amsterdam, Netherlands) · 2026
Comparisons of patient complaint management systems in China, the United States, United Kingdom, Germany, and Japan: A 'structure-process-outcome' analytical framework.
СтатьяСравнительное исследованиеНазвание и аннотация: Перевод в очереди
Обработка статьи · этапы, ошибки и управление
Загрузка состояния…
Ошибки и ограничения
История · было → стало
Состояние обновляется каждые 5 секунд, пока блок открыт. Процент показывается только там, где известен объём работы. Пауза останавливает продолжение этапа; текущий запрос к источнику может завершиться.
Lyu Lanting, Song Yanran, You Ruike, Lin Xia, Chen Hu
Аннотация
BACKGROUND: In modernizing global medical governance, optimizing the effectiveness of patient complaint mechanisms is a shared goal for addressing doctor-patient conflicts and rebuilding trust in healthcare systems.
OBJECTIVE: To systematically examine the complaint handling mechanisms in five healthcare systems: China, the United States, the United Kingdom, Germany, and Japan METHODS: A three-dimensional dynamic analytical framework of "structure-process-outcome" was constructed. Based on the interactive governance theory, an in-depth analysis of the institutional structure, operational logic, and effectiveness of quality improvement in the selected countries was conducted RESULTS: The findings indicated that system design significantly influenced the efficiency and fairness of dispute resolution. The "administration-led closed-loop management" model institutionalizes a responsive complaint governance system; however, it faces structural challenges. The market-oriented system, while ensuring procedural justice, struggles with high judicial costs. Moreover, the social insurance model separates economic disputes via insurance compensation and professional mediation, though it faces urban-rural gaps and weak patient representation. The NHS model reduces litigation dependency through a hierarchical response; however, it is hindered by data-sharing barriers. The public mechanism, leveraging AI to transform complaints into quality improvement resources, faces uneven technology coverage CONCLUSIONS: The experiences of these five countries highlight that patient complaint management mechanisms are not confined to handling grievances and are essential for a healthcare system's adaptability and continuous improvement. Different patient complaint resolution system designs have unique strengths and weaknesses. Hence, we propose several suggestions, emphasizing the interaction between system design and operational processes, with a patient-centered, demand-driven, and problem-solving approach as the core.
OBJECTIVE: To systematically examine the complaint handling mechanisms in five healthcare systems: China, the United States, the United Kingdom, Germany, and Japan METHODS: A three-dimensional dynamic analytical framework of "structure-process-outcome" was constructed. Based on the interactive governance theory, an in-depth analysis of the institutional structure, operational logic, and effectiveness of quality improvement in the selected countries was conducted RESULTS: The findings indicated that system design significantly influenced the efficiency and fairness of dispute resolution. The "administration-led closed-loop management" model institutionalizes a responsive complaint governance system; however, it faces structural challenges. The market-oriented system, while ensuring procedural justice, struggles with high judicial costs. Moreover, the social insurance model separates economic disputes via insurance compensation and professional mediation, though it faces urban-rural gaps and weak patient representation. The NHS model reduces litigation dependency through a hierarchical response; however, it is hindered by data-sharing barriers. The public mechanism, leveraging AI to transform complaints into quality improvement resources, faces uneven technology coverage CONCLUSIONS: The experiences of these five countries highlight that patient complaint management mechanisms are not confined to handling grievances and are essential for a healthcare system's adaptability and continuous improvement. Different patient complaint resolution system designs have unique strengths and weaknesses. Hence, we propose several suggestions, emphasizing the interaction between system design and operational processes, with a patient-centered, demand-driven, and problem-solving approach as the core.