2012～2014年江苏省卫生监督投诉举报情况分析

Analysis on the situation of the complaints in the field of health supervision from 2012 to 2014 in Jiangsu Province

目的了解江苏省近年来卫生监督领域投诉举报的受理查处工作情况，为进一步规范和强化投诉工作提供依据。方法收集2012-2014年全省各级卫生监督机构所有卫生监督投诉举报数据进行汇总分析。结果3年间共受理投诉举报24539件；投诉举报以电话方式为主；投诉内容主要涉及医疗服务领域；餐饮服务类投诉举报大幅减少；全部查实或部分查实的占71.3％。结论完善受理查办工作机制，重点查办医疗服务类投诉举报，提高投诉举报查处能力和效率。

Objective To understand the situation of the complaints in the field of health supervision in Jiangsu Prov- ince in recent years so as to provide basis for further standardizing and strengthening the work of the complaint. Methods All the accept cases of complaints from year 2012 to 2014 were statistically analyzed. Results For the past 3 years, the number of cases of complaints was 24 539. The complaints were mainly received by telephone. Of all the accepted cases, medical practice cases accounted for the majority. The complaints in catering services significantly reduced. All verified and partially verified took up 71.3%. Conclusion It is necessary to improve the related mechanism and focus on the investi- gation and handling of medical practice cases in order to enhance the treatment efficiency.