天津市某三甲医院处理市“8890”便民服务专线平台信访工作分析

An Analysis of the Letters and Visits on the"8890"Convenience Service Platform in a 3A Hospital of Tianjin

目的探讨天津市某三甲医院信访原因及对策。方法对20162018年天津市某三甲医院处理“8890”平台的信访件进行分析,对3年信访件的问题种类进行详细汇总分析,探讨信访主要原因,总结医院为缓解“8890”信访件的实践经验。结果共接收并处理信访件398件,2016、2017、2018年分别为16、100、282件,其中反映最多的三类问题分别为门急诊就诊问题、住院医疗问题及取药问题,分别占22.4%、22.4%、13.3%。其中,门诊挂号问题是门急诊就诊的主要问题,占39.32%;质疑医生诊疗效果是住院医疗的主要问题,占40.45%;不能取到制定药品是主要的取药问题,占66.03%。结论天津市某三甲医院信访量逐年增加,经分析社会对便民服务平台的熟知度逐渐提高、患者就医需求提高及部分医生服务意识不强和沟通能力不足等是信访量逐年增加的主要原因。探索并总结出精细化归口管理,关注特殊人群就医需求,建立多渠道信访投诉机制,从源头上深抓行风建设,切实提高患者满意度的有效实践。

Objective To discuss the reasons and countermeasures of the letters and visits of a 3A Hospital in Tianjin.Methods We collected the letters and visits of“8890”platform in a 3A Hospital of Tianjin during 2014 to 2016.Detailed summary and analysis of the problem types of the three-year petition letter.Discussed on the main reasons of the letters and visits,and summed up the practical experience of the hospital to alleviate the"8890"petition letter.Results A total of 398 pieces of petition letter were received and processed,including 16 in 2016,100 in 2017 and 282 in 2018.They were mostly concerned with outpatient and emergency medical problems,inpatient medical problems and taking drug problems,accounted for 22.4%,22.4% and 13.3% respectively.Among them,outpatient registration is the main problem of outpatient and emergency treatment,accounting for 39.32% Questioning the effect of doctors'diagnosis and treatment is the main problem of hospitalization,accounting for 40.45%.The main problem of drug taking is that the drugs cannot be obtained and formulated,accounting for 66.03%.Conclusion The number of the letters and visits in a 3A Hospital of Tianjin increases year by year.Through analysis,the main reasons for the increase of the number of letters and visits year by year are the gradual improvement of the society's familiarity with the convenience service platform,the improvement of patients'medical needs,the weak service awareness and communication ability of some doctors.Explore and summarize the refined centralized management,pay attention to the needs of special populations for medical treatment,establish a multi-channel complaint and complaint mechanism,and deepen the construction of trade practices from the source to effectively improve patient satisfaction.