某三甲医院处置上级转办信访的实证研究

Practice on the disposal of petition letters from superior department in a top tertiary hospital

目的:了解某三甲医院处置上级转办信访的特点,拓宽信访工作思路,维护患者切身利益和医院声誉。方法:采用回顾性研究方法,对2015年某三甲医院医务社会工作部统一负责处置的277例上级转办信访进行统计分析。结果:12320热线是上级转办信访的重要途径,占85.9%;患者投诉为信访的主要目的,占82.7%,涉及门诊、医保、收费、后勤保障、住院等多方面,反映的问题以医院工作人员服务态度及挂号难、住院难、开药不便为主。结论:将投诉、纠纷、信访工作全面整合,由医务社会工作部归口管理,建立医院信访信息管理系统,主管院长包案,各部门预警联动,能有效提升医院信访工作水平。

Objectives：To understand the characteristics of petition letters from superior department in a top tertiary hospital,broaden the ways of petition work and protect patients＇ interests and hospital＇s reputation.Methods：277 petition letters in a top tertiary hospital from superior department in 2015 were retrospectively analyzed.Results：The petition letters from superior department showed an upward trend.12320 hotline was an important way（85.9%）.Patient complaint was the main purpose（82.7%） which involves outpatient service,health insurance,charge,logistics support and hospitalization.The outstanding problem were the service attitude of hospital staff,the difficulty of registered or hospitalization and the inconvenience of taking drug.Conclusions：The functions of patient complaints,disputes and petition letters were integrated to the medical social work department.Constructing information management system of petition letter,director in charge and departments jointly early warning can eff ectively improve petition work management.