Elias Richard M, Bond Jennifer R, Werneburg Brooke L, Stevens Sheila K, Leighton Jonathan A
Division of Hospital Medicine, Mayo Clinic, Rochester, MN, USA.
Office of Experience, Mayo Clinic, Jacksonville, FL, USA.
J Patient Exp. 2025 May 27;12:23743735251342611. doi: 10.1177/23743735251342611. eCollection 2025.
Patient complaints are valuable sources of information for quality improvement and provide an avenue for patient self-advocacy. This paper outlines the development and implementation of a novel training program, termed CODE (Compassion, Operational Support, De-escalation, Empowerment), for patient experience complaint management staff. The program consists of 2 core tracks: procedural training on operational systems and resources, and interpersonal communication training. A dual-track framework ensures practical knowledge to access resources to assist complainants is paired with communication for empathy and human connection. The CODE program's dual-track structure is a key strength, bridging the gap between operational efficiency and compassionate communication. By emphasizing both procedural knowledge and interpersonal skills, it equips healthcare professionals to manage patient complaints successfully. The CODE program represents a novel approach for healthcare institutions seeking to optimize patient experience and complaint-handling performance.
患者投诉是质量改进的宝贵信息来源，为患者自我维权提供了途径。本文概述了一项针对患者体验投诉管理工作人员的新型培训计划，即CODE（关怀、运营支持、降级处理、赋权）的开发与实施。该计划包括两条核心轨道：关于运营系统和资源的程序培训，以及人际沟通培训。双轨框架确保了获取资源以协助投诉者的实践知识与共情和人际联系的沟通相结合。CODE计划的双轨结构是一项关键优势，弥合了运营效率与富有同情心的沟通之间的差距。通过强调程序知识和人际技能，它使医疗保健专业人员能够成功处理患者投诉。CODE计划代表了医疗机构寻求优化患者体验和投诉处理绩效的一种新方法。
