Observational studyFrontiers in public health2026
Exploring the effectiveness of proactive service models in preventing medical disputes and petitions: a pilot investigation using a before-and-after design at a single center in Hangzhou, China.
Observational study in Frontiers in public health, 2026. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Not yet cited in PubMed.
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The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
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Authors and funding
7 authors.
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Abstract
Background: Healthcare conflicts are a global public health priority, and medical petitions are a primary resolution pathway in China. Zhejiang Provincial Hospital of Chinese Medicine (ZPHCM) found that a reactive administrative approach failed to curb clinical disagreements and petition frequency, requiring optimized management strategies. Methods: A single-institution before-and-after observational pilot study (no concurrent control) was conducted across ZPHCM's Qiantang and Hubin campuses. The Proactive Service Model (PSM) was initiated in January 2025; outcome metrics were compared between an 8-month pre-intervention period and a 9-month post-intervention period. Analyses were performed using IBM SPSS Statistics 27.0 and R v.4.4.3 (descriptive statistics, Cohen's d, Mann-Whitney U tests). Results: Post-PSM deployment, both campuses showed significant improvements: Qiantang Campus had communication resolution rate (CRR) increased from 35.95% ± 13.02 to 52.97% ± 8.22 (+17.02 percentage points) and petition incidence rate (IP) decreased from 34.88% ± 6.89 to 27.67% ± 5.47 (-7.20 points); Hubin Campus had CRR raised from 46.02% ± 8.55 to 57.87% ± 5.75 (+11.85 points) and IP reduced from 33.48% ± 7.73 to 25.85% ± 5.29 (-7.63 points). Effect sizes were substantial (CRR: Qiantang d = 1.59, Hubin d = 1.65; IP: both d = -1.17) with 95% CIs excluding zero, and CRR changes were statistically significant (U = 9, Conclusion: As a pilot study, this work lacks definitive causal evidence, but it demonstrates a meaningful association between PSM implementation and improved communicative dispute resolution alongside reduced petition incidence at ZPHCM, supported by notable effect sizes.
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