以“12345”问题为导向提升患者满意度的研究

Research on Improving Patients’Satisfaction by Solving Questions Raised Through the"12345"Hotline

目的以“12345”政务热线患者诉求相关数据为基础,分析公立医院投诉来源,寻求提升患者的满意度途径。方法对比连云港某公立医院2020年1月—2022年12月指标情况及变化趋势,运用统计学描述性统计方法完成相关数据的收集整理,利用鱼骨图、头脑风暴法汇总分析。结果由于缺乏监督考核体系应用、机制不完善等原因导致患者满意度不高,通过成立监管机构、优化就医流程、加强医患沟通等措施,并加强内部问题的整改与落实,建立健全考核评价及服务监督体系;并将其纳入考核体系,强化监督问效,形成一套科学完善的考核评价和服务监督体系;“12345”热线类似工单逐年降低。结论通过本研究成果的实施,患者满意度逐年增长,就医满意度和获得感不断提升,值得在公立医院中进一步推广。

Objective To analyze the sources of complaints about public hospitals based on the data collected from patinets’calling"12345"government hotline to find ways to improve patients’satisfaction.Methods Comparing indicators and how they change from January 2020 to December 2022 in a public hospital of Lianyungang.Relevant data were collected and organized by descriptive statistical method,and the results were summarized and analyzed by fishbone chart and brainstorming.Results Due to the lack of an effective supervising and assessing system,a complete mechanism and other reasons,patients'satisfaction was low.By adopting measures such as setting up regulatory apartments,optimizing procedures of medical treatment,strengthening the communication between doctors and patients and so on,the study could rectify the situation and solve many existing problems within the hospital.The study could also establish a system that combines assessment and service supervision.After that,the study could make the system more scientific and complete by strengthening the evaluation and supervision procedures.As a result,complaints about the hospital from the"12345"hotline had been reduced year by year.Conclusion Through the implementation of the research results,patient satisfaction was increased year by year and their sense of gain was continuously improved.The research result could be further applied in more public hospitals.