中国卫生资源Issue(4)：273-275,3.DOI:10.13688/j.cnki.chr.2015.15007
新形势下某三级甲等医院的信访现状分析
Analysis of the petition status of a hospital and recommendations in the new situation
傅媛媛 1廖祖达 1管德坤 1靳建平 1朱丽莉1
作者信息
- 1. 复旦大学附属华山医院，上海 200040
- 折叠
摘要
Abstract
Objective:To analyze the trends of petition problems,characteristics and treatment results in a hospital retrospectively,and provide guidance to further improve patient satisfaction and improve medical quality. Methods:Eight hundred cases of petition events in one hospital from January of 2011 to December of 2013 were retrospectively analyzed. Hierarchical analysis was conducted according to the change trend,nature and processing results of petition. Core petition problems of the hospital were found out.Results:There were 250 events(31.25%) in 2011,272 events(34.00%) in 2012 and 278(34.75%) events in 2013. From 2011 to 2013,phone call petition was the main form,which showed a rising trend with time while the share of letter visits tends to drop. The percent of complaining directly to petition office was basically stable. The proportion of phone call petition reached 54.38% during three years. The main source for petition came from Shanghai Municipal Commission of Health and Family Planning. Personnel involved were mainly doctors,whose number was 367(45.88%) and nurses,whose number was 182 (22.75%). The distribution of main issues of petition incidents:service attitude(54.38%),the quality of medical care(20.50%),the work flow(20.38%),sense of responsibility and professional ethics(4.75%).Conclusion:The number of petition events in this grade A tertiary hospitals were overall stable during three years. Main problems reflected in petition events were service attitude of doctors and nurses and medical service quality. The suggestions have been raised to solve the problems and further improve the quality of medical services.关键词
三级甲等医院/信访/满意度/医疗服务水平Key words
grade A tertiary hospital/petition/satisfaction/medical service分类
医药卫生引用本文复制引用
傅媛媛,廖祖达,管德坤,靳建平,朱丽莉..新形势下某三级甲等医院的信访现状分析[J].中国卫生资源,2015,(4):273-275,3.
