2017-2019年北京市某肿瘤专科医院信访问题成因分析及对策研究

Analysis of Causes and Countermeasures of Letters and Visits from a Cancer Hospital in Beijing from 2017 to 2019

目的分析北京市某肿瘤专科医院接收的上级转办信访件的现状及特点,讨论信访问题的成因,完善处理信访问题的对策,为医院信访工作的开展提供依据,促使患者的满意度以及医疗服务水平明显提升。方法采用回顾性研究方法,对2017—2019年某医院党院办公室统一负责的由12320转来的356件信访件进行统计,通过分析信访事件随时间变化的趋势、信访事件的性质及信访事件的处理结果,对信访问题的成因进行讨论,为制定有效的对策提供良好依据。结果2017年、2018年、2019年信访事件发生率分别为22.47%、34.83%、42.70%,呈现逐年升高的趋势,差异有统计学意义(P<0.05);诉求方式为投诉、建议和咨询,发生率分别为25.00%、13.20%、61.80%,对比差异有统计学意义(P<0.05);反映最多的五类问题依次是医疗质量、管理流程、服务态度、后勤保障、财务收费,占比分别为29.21%、21.91%、18.82%、15.73%、14.33%;3年间信访满意率分别为80.00%、91.94%、98.68%,呈现逐年升高的趋势,差异有统计学意义(P<0.05)。结论通过分析医院信访工作中存在的问题,制定针对性的整改措施,促使医疗服务质量明显提升,为医院健康、稳步、可持续的发展提供良好保障。

Objective To analyze the current status and characteristics of letters and visits transferred from a higher-level cancer hospital in Beijing,discuss the causes of the letter and visit problems,and improve the countermeasures to deal with the letter and visit problems,so as to provide a basis for the development of the hospital letter and visit work,and promote the satisfaction of patients and the level of medical services to improve significantly.Methods A retrospective research method was used to count the 356 letters and visits transferred from 12320 that were uniformly responsible by the Party School Office of a hospital from 2017 to 2019.Through the analysis of the trend of the letter and visit events over time,the nature of the letter and visit events,and the letter and visit events treatment results,the discussion of the causes of the petition problem,it is to provide a good basis for formulating effective countermeasures.Results The incidence of petitions in 2017,2018,and 2019 were 22.47%,34.83%,and 42.70%,respectively,showing an increasing trend year by year,the difference was statistically significant(P<0.05);the appeal methods were complaints,suggestions,and consultations,and the incidence rates were respectively 25.00%,13.20%,and 61.80%,the difference was statistically significant(P<0.05);the five types of issues that reflect the most are medical quality,management process,service attitude,logistics support,and financial charges,accounting for 29.21%and 21.91%,18.82%,15.73%,14.33%;the satisfaction rate of letters and visits in the three years was 80.00%,91.94%,98.68%,showing an increasing trend year by year,the difference was statistically significant(P<0.05).Conclusion By analyzing the problems in the hospital's petition work and formulating targeted rectification measures,the quality of medical services will be significantly improved,and a good guarantee is provided for the healthy,steady and sustainable development of the hospital.