“12345”热线诊疗投诉特征、产生原因及改进建议分析——以江苏省某口腔医院为例

Analysis of the Characteristics,Causes,and Improvement Suggestions of Complaints about Diagnosis and Treatment on the"12345"Hotline--Taking a Stomatological Hospital in Jiangsu Province as an Example

正视口腔患者的合理诉求,及时、有效地处理患者的诊疗投诉,关系到口腔医疗服务质量提升与患者就医体验改善,具有重要意义。通过对江苏省某三甲口腔专科医院2019-2022年“12345”热线受理的1 778例诊疗投诉进行分析发现,诊疗投诉数和每万人次诊疗投诉数均逐年上升,单月诊疗投诉数受到疫情防控政策影响呈现波动趋势,患者投诉内容主要集中在工作流程、疫情防控、医疗质量、停诊问题等方面。导致上述问题的原因主要包括突发公共卫生事件的影响、医疗资源配置不合理、医务人员医疗技术不足与职业倦怠、医患双方的认知存在差异、投诉处理机制与医疗纠纷管理不适配。为此,建议提升突发公共卫生事件的处置能力;合理配置医疗资源,持续优化诊疗流程;提升医疗服务水平,积极缓解职业倦怠;消除医患认知差异,推动共同决策模式构建;优化投诉管理机制,避免医患矛盾加剧。

Facing the reasonable demands of oral patients and handling their medical complaints in a timely and effective manner is of great significance for improving the quality of oral medical services and improving the patient's medical experience.Through an analysis of 1778 medical complaints received by the"12345"hotline of a tertiary stomatological hospital in Jiangsu Province from 2019 to 2022,it was found that the number of medical complaints and the number of medical complaints per 10000 people were increasing year by year.The number of medical complaints per month showed a fluctuating trend due to the impact of epidemic prevention and control policies.Patient complaints mainly focused on work processes,epidemic prevention and control,medical quality,and suspension issues.The main reasons for the above problems included the impact of sudden public health emergencies,unreasonable allocation of medical resources,insufficient medical skills and occupational burnout of medical personnel,differences in cognition between doctors and patients,and mismatch between complaint handling mechanisms and medical dispute management.Therefore,it is recommended to enhance the ability to handle sudden public health emergencies;reasonably allocate medical resources and continuously optimize the diagnosis and treatment process;improve the level of medical services and actively alleviate occupational burnout;eliminate cognitive differences between doctors and patients and promote the construction of a common decision making model;optimize the complaint management mechanism to avoid escalating doctor patient conflicts.