基于“12345”热线转办的投诉分析及措施探讨

Analysis and Measures for Medical Complaints Based on the Transfer of the"12345"Hotline

目的归纳总结“12345”热线转办投诉的情况,分析原因,提出处理措施。方法选取2020年1月—2022年12月“12345”热线转办的启东市中医院投诉763件进行分析,分析投诉类型,总结发生投诉的科室分布情况,同时总结引起投诉的相关原因,提出处理措施。结果763件投诉情况中,涉及院感防控方面的总计380件,占比49.80%,其他涉及医院诊疗服务、就医流程、医疗收费等情况。涉及投诉的科室包括门诊医技科室、病区、总务、药房、收费等。分析结果显示,院感防控是3年内引起投诉的主要原因;其次是医患沟通不到位、医疗质量问题、服务态度问题、收费不合理等。结合原因提出相应处理对策。结论通过“12345”热线能够一定程度使医院了解投诉信息,拓宽投诉通道,改进服务机制,提升服务质量,以建立和谐、融洽的医患关系。

Objective To summarize the situation of complaints transferred by"12345"hotline,analyze the causes,and propose measures to deal with them.Methods From January 2020 to December 2022,a total of 763 complaints transferred to Qidong Hospital of Traditional Chinese Medicine by"12345"hotline were collected.The types of complaints were analyzed,and the distribution of departments where complaints occurred was summarized.At the same time,relevant causes of complaints were summarized,and measures were put forward.Results Among the 763 complaints,380 were related to epidemic prevention and control,accounting for 49.80%.The others involved hospital diagnosis and treatment services,medical procedures,medical fees,etc.The departments involved in complaints include:outpatient medical technology department,ward,general affairs,pharmacy,fee collection,etc.The analysis showed that epidemic prevention and control was the main cause of complaints in the three years,followed by poor communication between doctors and patients,medical quality problems,service attitude problems and unreasonable charges.Put forward the corresponding countermeasures according to the reasons.Conclusion The"12345"hotline can help hospitals to understand complaint information to a certain extent,broaden the channel for complaints,improve the service mechanism and improve the service quality,so as to establish a harmonious and harmonious doctor-patient relationship.