新冠肺炎疫情下“接诉即办”机制保障医院快速响应患者诉求

Mechanism of“public complaints have been processed without delay”ensures that hospitals respond quickly to patients′demands during COVID-19 epidemic period

目的通过比较新冠肺炎疫情下患者诉求途径及内容特点的改变,论证践行“接诉即办”机制是快速应对患者诉求变化的重要指引和有力保障。方法采用回顾性分析法,整理并分析新冠肺炎疫情下患者诉求工单数量、方式及内容特点,并与2019年同期对比变化。结果新冠肺炎疫情下,患者通过政府热线“12345”途径表达诉求占比达到80.3%,高于2019年同期的34.2%,差异有统计学意义(P<0.05);诉求内容中咨询类占比25.4%,政策类占比8.5%,均分别高于2019年同期的6.5%和1.6%,差异均有统计学意义(P值均小于0.05),投诉类占比30.9%,低于2019年同期的57.6%,差异有统计学意义(P<0.05)。结论新冠肺炎疫情下,政府热线“12345”无疑是患者表达诉求的主要方式和途径,且诉求内容以咨询、政策类为主,而以政府热线“12345”为载体的“接诉即办”工作机制,为医院及时调整工作流程、优化管理模式,快速应对患者诉求提供了坚实保障。

Objective To prove that the implementation of the“public complaints have been processed without delay”mechanism is an important guideline and powerful guarantee to respond quickly to changes in patient demands through comparing the changes in ways and content of patient demands during COVID-19 epidemic period.Methods The retrospective analysis method was used to analyze the number,mode and content characteristics of patient demand orders during the COVID-19 epidemic period and compare with that of corresponding period of 2019.Results During the COVID-19 epidemic period,the government hot-line“12345”received 80.3%of the patient demands,which was higher than the 34.2%of the same period in 2019,the difference was statistically significant(P<0.05).The proportion of the advisory category was 25.4%,and the demands about policy accounted for 8.5%,which was higher than the 6.5%and 1.6%of the same period in 2019,the differences were statistically significant(with P values below 0.05).The proportion of the complaint category was 30.9%,which was lower than the 57.6%of the same period in 2019,the difference was statistically significant(P<0.05).Conclusion The government hot-line“12345”is the main way and means for patients to express their demands during the COVID-19 epidemic period.The contents of the requests are mainly about consultation and policy.The“public complaints have been processed without delay”mechanism based on the government hot-line“12345”provides a solid guarantee for hospital to adjust workflow,optimize management mode and rapidly respond to patient demands.