上海某精神专科医院958例投诉性信访分析

Analysis of 958 complaint cases in a psychiatric hospital in Shanghai

目的了解精神专科医院投诉性信访的主要原因和影响因素,提出相应处理决策,提高信访满意度和办结率,减少初访量及重访率。方法采用回顾性研究,对上海某三级精神专科医院2008年1月1日～2011年12月31日记录的958例信访接待资料进行分析。结果 958例投诉性信访中,投诉主要内容为服务态度问题(380例,占39.67%);投诉的重点部门是门诊部(445例,占46.45%);投诉主要原因是在医院方面(415例,占43.32%)。结论应对医院信访接待部门工作人员进行培训,尤其在服务态度方面,以全面提高信访接待水平。

Objective To explore the main reasons and influencing factors of complaints in psychiatric hospital,figure out the effective mechanism,in order to improve the complaint satisfaction degree and settled rate,reduce the number of complaints and re-complaint rate.Methods 958 complaint letters recorded by the tertiary psychiatric hospital in Shanghai from 1st January 2008 to 31st December 2011 were collected and analyzed in this retrospective study.Results Among 958 complaint cases,the most common content of complaints was about staffs＇ attitudes（380 cases,39.67%）;the most common department being complained was out-patients department（445 cases,46.45%）;in a considerable percentage of complaint cases（415 cases,43.32%）,the responsibility belonged to the hospital.Conclusion Effective staff training is the matter of solution to complaint petition letters,especially in service attitude.