从某三甲医院信访资料分析探索改进医疗服务方向  

Exploration of Medical Services Improvement Based on Data Analysis of the Complaints and Suggestions Work of a First-class Comprehensive Hospital

作　　者：孙玮[1] 马丹丹[1] 叶盛楠[1] 李莉[1] 

机构地区：[1]北京协和医院党政办公室,北京100730

出　　处：《中国卫生产业》2016年第9期25-27,共3页China Health Industry

摘　　要：改善医疗服务,创新方便群众就医的措施,改善人民群众看病就医感受,解决好人民最关心、最直接、最现实的利益问题,是党和国家对医疗卫生行业提出的新要求。医院信访工作连接了患者的利益诉求和医疗服务、医院管理中的不足。该研究通过整理分析某大型三甲医院2014—2015年信访资料,阐述信访问题的变化趋势及特点,查找患者诉求最强烈的问题,为寻找医院管理短板、流程漏洞,持续改进医疗服务、改善患者就医体验提供指导意见。The new requirements for medical care industry are to improve the medical services, to innovate measures to facilitate the patients＇ consultation, and to advance patients＇ medical experience, which are the most concerned issues of the patients. The letter and visit work of hospital reflects the interests of patients and the deficiencies of the medical services and hospital management. By sorting out and analyzing the complaints and suggestions work data of a first-class comprehensive hospital from 2014 and 2015, this study reveals the trends and characteristics of the complaints and suggestions work of hospital, which helps us discover the centralized appeals of the patients, find out the flaws in hospital management and diagnosis and treatment process. This study provides guidance for improving medical services and patient medical experience.

关 键 词：医疗服务 医院 信访 精细化管理 患者体验 

分 类 号：R19[医药卫生—卫生事业管理]