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Beschwerdemanagement in einer Rehabilitationsklinik by Hinrichs, Eibe

Beschwerdemanagement in einer Rehabilitationsklinik

by Eibe Hinrichs
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Book cover type: Paperback
  • ISBN13: 9783656644521
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Grin Verlag
  • Publisher Imprint: Grin Verlag
  • Publication Date:
  • Pages: 46
  • Original Price: USD 25.5
  • Language: German
  • Edition: N/A
  • Item Weight: 73 grams
  • BISAC Subject(s): General

Fachbuch aus dem Jahr 2002 im Fachbereich Gesundheit - Sonstiges, Note: 1,0, Hochschule Osnabrück (Krankenhausbetriebswirtschaftslehre), Sprache: Deutsch, Abstract: "Beschwerden" sind so alt wie das menschliche Umgehen und Miteinander. Besonders in sozialen Einrichtungen, wie Krankenhäusern und Rehabilitationskliniken, hat das Miteinander eine besondere Qualität. Die Patienten in diesen Einrichtungen haben eine der höchst möglichen Erwartungshaltungen, die Menschen haben können: sie möchten wieder gesund werden; oder anders: Die Patienten möchten nach dem Aufenthalt zur Gesundung einen Zustand erhalten haben, der "wie vorher" ist. Damit wird in den Kliniken eine spezielle Kundenorientierung notwendig, die neben der Behandlung und Betreuung, das Wohlbefinden und die Zufriedenheit des Patienten zum Ziel haben. Diese Aufgabe umfa t augenscheinlich alle Mitarbeiterinnen und Mitarbeiter einer Klinik, wird aber durch die Administration formal bestimmt. Die Verwaltung ist als Steuerungseinheit des Unternehmens zu betrachten, um Beschwerden zügig und für den Kunden zufriedenstellend zu bearbeiten. Als Koordinierungs- und Steuerungsstelle ist die Verwaltungseinheit daher prädestiniert, auch für die Zukunft Verbesserungen zu erreichen. Statistische Auswertungen von Beschwerden, die Umsetzung von Verbesserungen und die Einhaltung von Formalien, ohne die beispielsweise eine Schadensbearbeitung ineffizient wäre, sind wesentliche Aspekte dieses Bereiches. Das Management von Beschwerden hat die Kundenorientierung zum Ziel, durch die es gelingen mu , die Dienstleistungsqualität zu verbessern. Die vorliegende Arbeit soll einen Einblick in die Etablierung eines Beschwerdemanagement-Systems einer Rehabilitationsklinik geben. Die Beschwerden betreffen in diesem Hause zunächst das Verhalten von Mitarbeiterinnen und Mitarbeiter und weniger die Behandlung und Betreuung durch Ärzte und den Pflegedienst. Die Beschwerden konzentrieren sich neben der Verhaltensweise von Mitarbeiterinnen und

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