疫情期间方舱医院和定点医院信访现状与分析

Analysis and suggestions on petition status of Fangcang and designated hospitals during COVID-19 epidemic

目的:分析某三级综合性医院托管的国家会展中心(国展中心)方舱医院、嘉荷新苑酒店式方舱医院以及北部院区定点医院(定点医院)收治患者的信访数据,并以此为基础,探讨优化运行流程、提升医疗服务质量、优化医患关系。方法:收集两家方舱医院和一家定点医院收治患者的信访数据,分析信访的来源渠道、类型及趋势和涉及的具体问题,结合定性与定量的方法归纳结果。结果:2022年,3月14日~5月4日,三家医院共收到并登记在册的信访共1155件,来源渠道主要为“12345”热线(88.86%)。国展中心方舱收到信访件759件(65.72%),嘉荷公寓方舱收到信访件25件(2.16%),定点医院收到信访件371件(32.12%)。这三家医院收到信访件的内容中,求助类分别占67.85%、68.00%和70.08%,其余依次为咨询类、投诉类、建议类信访。求助和咨询类信访件的高频问题包括隔离政策、核酸检测、急重症就医和转运、后勤保障等。结论:疫情期间方舱医院信访问题较为集中在患者于方舱医院中面临的各种实际需求和困难,提示方舱医院管理者及运行中,应对此类需求及问题进行前置预判。分析信访内容,可反馈优化方舱医院运行流程及医疗服务。

Objective:The petition letters of the National Exhibition and Convention Center(NECC)Fangcang Hospital,Jiahe Xinyuan Hotel(Jiahe)Fangcang Hospital and designated Ruijin Hospital of North Branch(designated Hospital)were analyzed,and the discussion was focused on how to optimize the operation process,improve the quality of medical service,optimize the doctor-patient relationship and other measures through the feedback of petition data after the hospitals were built in a very short time.Methods:The petition letters from two Fangcang hospitals and one designated hospital were retrospectively analyzed,and the source channels,types and trends of petition letters were analyzed at multiple levels,as well as the specific problems involved.The results and suggestions were summarized by combining qualitative and quantitative methods.Results:Ouring March 14 adn May 4,the two makeshift hospitals and one designated hospital had received a total of 1155 letters,mainly from the"12345"hotline(88.86%).759(65.72%),25(2.16%)and 371(32.12%)were respectively received from the NECC Fangcang Hospital,Jiahe Fangcang Hospital and designated Hospital.The number of requests for help accounted for 67.85%,68.00%and 70.08%respectively in the three hospitals,and the other types of petition letters were consultation,complaint and suggestion.Requests for help and advice were frequently asked such as isolation policies,virus RNA PCR testing,critical care and emergency transport,and logistics.Conclusions:Dur-ing the epidemic,the problems of letters and visits in the shelter focuse on the various actual needs and difficulties faced by patients in the shelter hospital,suggesting that the managers and operators of the shelter hospital should prepare for such needs and problems.Analyzing the contents of letters and visits can feed back and optimize the operation process and medical services of the shelter hospitals.