新形势下某三级甲等医院的信访现状分析

Analysis of the petition status of a hospital and recommendations in the new situation

目的 :回顾性分析某三级甲等医院信访问题的变化趋势、特点及处理结果,为进一步提高患者满意度、提高医疗服务水平提供指导意见。方法 :对2011年1月至2013年12月某三级甲等医院出现的800例信访事件进行回顾性分析,根据信访事件的时间变化趋势、信访事件的性质、处理结果等进行分层分析,找出目前该院存在的主要信访核心问题。结果 :2011年共发生信访事件250起(31.25%),2012年272起(34.00%),2013年278起(34.75%);在信访形式中,2011年至2013年均以来电(电话)的方式为主,并且呈现出逐年上升的趋势,信件来访的比例有下降的趋势,直接到院办或信访办投诉的比例基本稳定;3年中,来电形式所占比例达到54.38%。主要来源为市卫生计生委交办件。信访事件涉及人员类别主要为医生367起(45.88%),其次为护士182起(22.75%);信访事件涉及的主要问题分布由高到低分别是:服务态度(54.38%)、医疗质量(20.50%)、工作流程(20.38%)、责任心及职业道德(4.75%)。结论 :该三级医院信访事件的数量在3年间基本稳定,信访反映的主要问题是医生、护士的服务态度、医疗质量问题,建议针对信访事件中的突出问题进行整改,进一步提高医疗服务质量。

Objective ：To analyze the trends of petition problems,characteristics and treatment results in a hospital retrospectively,and provide guidance to further improve patient satisfaction and improve medical quality. Methods ：Eight hundred cases of petition events in one hospital from January of 2011 to December of 2013 were retrospectively analyzed. Hierarchical analysis was conducted according to the change trend,nature and processing results of petition. Core petition problems of the hospital were found out. Results ：There were 250 events（31.25%） in 2011,272 events（34.00%） in 2012 and 278（34.75%） events in 2013. From 2011 to 2013,phone call petition was the main form,which showed a rising trend with time while the share of letter visits tends to drop. The percent of complaining directly to petition office was basically stable. The proportion of phone call petition reached 54.38% during three years. The main source for petition came from Shanghai Municipal Commission of Health and Family Planning. Personnel involved were mainly doctors,whose number was 367（45.88%） and nurses,whose number was 182（22.75%）. The distribution of main issues of petition incidents ：service attitude（54.38%）,the quality of medical care（20.50%）,the work flow（20.38%）,sense of responsibility and professional ethics（4.75%）. Conclusion ：The number of petition events in this grade A tertiary hospitals were overall stable during three years. Main problems reflected in petition events were service attitude of doctors and nurses and medical service quality. The suggestions have been raised to solve the problems and further improve the quality of medical services.