中小学入学体检投诉原因分析与处理策略

Reason Analysis and Processing Strategy of Entrance Physical Examination Complainin Primary and Secondary Schools

目的通过每年中小学入学体检服务反馈,分析原因制订对策,达到节省体检时间,改善就诊秩序,提高工作效率,满足体检需求,提升服务满意率。方法回顾分析四川锦欣妇女儿童医院体检部2021年7—10月与2022年7—10月16750名中小学体检学生入学体检意见或建议反馈。在不断总结经验的基础上开展信息化预约开单缴费、流程告知、场地规划、人员调配、报告管理等措施。结果2022年来院入学体检人数是2021年的2.2倍,投诉比例下降了0.5%。导视不清楚的投诉下降26.2%,对信息化的需求有增加10.8%。现场就诊秩序仍是这两年的主要投诉。处理投诉中院级层面处理减少4.4%,职能科室处理能力明显提升,差异有统计学意义(P<0.05)。结论方便快捷的预约开单缴费信息化服务,及时收集意见和建议,立即做出调整,不断完善服务流程,体现以人为本的服务理念,吸引了更多入学体检的家庭。心理指导的介入,更全面了解学生的身心健康,增进医患关系,从而提升体检家庭的满意度。

Objective Through the annual feedback of admission physical examination service,analyze the reasons and formulate countermeasures,so as to save the time of physical examination,improve the order of medical treatment,improve work efficiency,meet the needs of physical examination and improve the satisfaction rate of service.Methods A retrospective analysis was made on 16750 primary and secondary school physical examination students’admission physical examination opinions or suggestions from the department of physical examination,Sichuan Jinxin Women and Children Hospital from July to October 2021 and from July to October 2022.On the basis of continuous summary of experience,carry out information reservation and billing payment,process notification,site planning,personnel deployment,report management and other measures.Results In 2022,the number of college medical examinations was 2.2 times that of 2021,and the proportion of complaints decreased by 0.5%.The complaints decreased by 26.2%,and the demand for informatization increased by 10.8%.The on-site medical treatment order is still the main complaint in the past two years.The handling of complaints at the hospital level was reduced by 4.4%,and the handling capacity of functional departments was significantly improved,the difference was statistically significant(P<0.05).Conclusion Convenient and fast booking,billing and payment information service,timely collection of opinions and suggestions,immediate adjustments,constantly improve the service process,reflect the people-oriented service concept,attracted more families for school physical examination.The intervention of psychological guidance,a more comprehensive understanding of students’physical and mental health,enhance the doctor-patient relationship,so as to improve the satisfaction of physical examination families.