苏州市吴中区2016—2018年卫生监督投诉举报情况分析

Analysis on Complaints and Reports of Health Supervision in Wuzhong District of Suzhou City from 2016 to 2018

目的通过分析机构改革后苏州市吴中区卫生监督所受理的投诉举报案件,了解本辖区卫生监督投诉举报的分布特点,为今后更好地开展卫生监督工作提供理论支持。方法采用现况调查的方法,根据吴中区卫生监督所稽查科的投诉举报受理登记表,从投诉举报的时间、地区分布等多方面进行分析。结果2016—2018年苏州市吴中区卫生监督所共收到339例投诉,主要投诉类别为非法行医类,占比41.6%;公共卫生类,占比36.9%。第三季度为投诉举报的高发期。吴中经济开发区和木渎、胥口地区为投诉举报高发片区。总体上论坛与热线是市民主要的投诉渠道,但不同年份之间市民的投诉渠道所占比例有显著差异(P<0.001),2018年通过论坛或者热线投诉的比例显著减少。结论提示日常卫生监督工作应更加注重针对性。随着选择来电或来访进行直接投诉的群众数量,应拓宽投诉渠道,增加与群众直接交流的方式。

Objective Through the analysis of complaints and reports received by the Suzhou Wuzhong District Health Supervision Institute after institutional reform,understand the distribution characteristics of health supervision complaints and reports,and provide support for better health supervision in the future.Methods Based on the registration form of complaint reporting and acceptance of the inspection department of Wuzhong District Health Supervision Institute,this paper analyzed the time and regional distribution of complaint reporting by using the method of current investigation..Results From 2016 to 2018,Wuzhong District Health Supervision Institute of Suzhou received 339 complaints.The main categories of complaints were illegal medical practice,accounting for 41.6%;public health,accounting for 36.9%.The third quarter was the high period of complaints and reports.The Wuzhong Economic Development Zone and the Mudu areas were the high-risk areas of complaints and reports.In general,the forum and hotline were the main complaint channels of the public,but the proportion of complaint channels of citizens in different years was significantly different(P<0.001).The proportion of complaints through forums or hotlines in 2018 had decreased significantly.Conclusion We should pay more attention to the specificity of daily health supervision.More and more people chose call or visit to make direct complaints.We should broaden the channels of complaints and increase opportunities for direct communication with the people.