杭州市医疗卫生领域社会评价及治理典型经验与启示

Typical Experience and Enlightenment of Social Evaluation and Governance in Hangzhou Medical and Health Field

改革开放以来,杭州市不仅在政府管理革新方面取得巨大成就,而且在推进创新社会治理效果亦然显著。在医疗卫生领域逐步打造了具有杭州特色,兼顾自下而上的社会治理与自上而下的政府治理相结合的多元治理体系。着重介绍了百万市民评卫生-患者满意度第三方评价、"公述民评"电视问政活动、《我们圆桌会》栏目、医疗纠纷第三方调解等治理方式在改善医疗或健康服务质量、提升群众获得感等方面的典型经验与启示。建议各级政府及医疗机构强化多元社会治理体制机制,精准对接人民群众的健康需求,落实社会评价意见的收集、追踪、整改和闭环回路。

Since the reform and opening-up policy,Hangzhou has not only been making great achievements in government management innovation,but also promoting the effectiveness of innovative social governance.In the field of health care,Hangzhou has gradually developed a multi-governance system with Hangzhou characteristics,through taking into account the combination of bottom-up social governance and top-down government governance.The article focuses on the evaluation of the health of the millions of citizens-the third-party evaluation of the patient satisfaction society,the"public commentary"TV questioning activities,the"Our Round Table"column,the third-party mediation of medical disputes,the improvement of medical services,and the improvement of the masses’satisfaction.It is recommended that governments and medical institutions should strengthen the system of multi-social governance,accurately meet the health needs of the people,and implement the closed loop of collecting,tracking and rectifying social evaluation opinions.