医院上级转办信访件类别和成因分析及其处理对策  

Causes and countermeasures of letters and visits in hospital

作　　者：刘博[1] 王鹏飞[1] 丁红雨[1] 贺毓[2] 吴兴海[1] Liu Bo Wang Pengfei Ding Hongyu He Yu Wu Xinghai(Administration Office, Beijing Anzhen Hospital, Capital Medical Universit Institute for Hospital Management of Tsinghua University, Guangdong Province, Shenzhen 518055, Chin)

机构地区：[1]首都医科大学附属北京安贞医院院办公室,100029 [2]清华大学医院管理研究院,广东省深圳市518055

出　　处：《中国医药》2017年第7期1102-1104,共3页China Medicine

摘　　要：目的 了解医院信访的主要类别和原因，探讨日常医院管理工作中的薄弱环节，提出相应处理决策，提升医院整体服务水平。方法 采用回顾性研究方法，对首都医科大学附属北京安贞医院2015年1月至2016年12月372份上级部门转办信访资料进行统计分析。结果 372份信访中，表扬类信访共7份（1.9%），投诉类信访共365份（98.1%）；投诉类信访中涉及医院管理类和医疗质量类较多，分别占50.8%（189/372）和16.1%（60/372）。365例投诉类信访中，对于医护人员和窗口工作人员的投诉比例较高，分别占53.2%（194/365）和10.1%（37/365）。分析信访的主要原因，医院管理方面存在较多问题。结论 信访的主要原因来自于医院管理等方面的问题。医院管理和医疗质量将是医院未来急需重点关注的问题。医院应完善信访制度，强化精细化管理，改善就医体验，开展专项培训，加强舆论引导从而进一步提高信访工作水平，构建和谐的医患关系。Objective To analyze main causes and contributing factors of letters and visits in hospital and provide rational countermeasures. Methods A retrospective study was carried out from January 2015 to December 2016 in Beijing Anzhen Hospital, Capital Medical University and included 372 cases of letters and visits. Types of letters and causes of complaints in hospital management were statistically analyzed. Results There were 7（1.9%） letters of praises and 365（98.1%） letters of complaints. The main causes of complaints were about hospital management[50.8%（189/372）] and medical quality[50.8%（189/372）]. Doctors/nurses[53.2%（194/365）] and window staffs[10.1%（37/365）] were the main subjects of complaints. Plenty of problems in hospital management were noticed. Conclusions Hospital management and medical quality are recommended to be focused on. Hospital letters and visits need emphasis, refinement and special training to build a harmonious doctor-patient relationship.

关 键 词：信访 医院管理 精细化管理 归口管理 

分 类 号：R197.3[医药卫生—卫生事业管理]