新冠肺炎疫情期间北京某三甲公立医院受理市民服务热线特征及应对策略  

Analysis of the characteristics of the government hotlines in a Grade Ⅲ Level A public hospital in Beijing during the COVID-19

作　　者：陈晶晶[1] 刘燕超 殷鹏宇 丁红雨[1] 张宏家[1] CHEN Jingjing;LIU Yanchao;YIN Pengyu;DING Hongyu;ZHANG Hongjia(Beijing Anzhen Hospital,Capital Medical University,No.2,Anzhen Road,Chaoyang District,Beijing,100029,PRC)

机构地区：[1]首都医科大学附属北京安贞医院,北京市朝阳区100029 [2]河北省任丘市人民医院,河北省沧州市062550

出　　处：《中国医院》2021年第5期51-53,共3页Chinese Hospitals

摘　　要：目的:通过对北京某三甲公立医院2020年1〜5月受理的404件市民服务热线工单特征进行分析,提出应对策略,为公立医院热线办理工作提供参考。方法:梳理工单基本信息,录入Excel表格,利用SPSS 17.0软件进行归类统计分析。结果:反映医疗资源问题的工单占总数的65.1%,咨询政策及规定的工单占总数的72.5%,关于门急诊安排与管理、住院手术预约规定、开药时限的工单占比分别为25.0%、20.5%、15.4%。结论:新冠肺炎疫情期间公立医院受理市民服务热线工单量大幅增加,以解释政策和规定为主,市民对答复的满意度高。建议提高医院在新冠肺炎疫情中对热线办理工作的处置意识,加强相关政策及规定的公示与宣传力度,提升医务人员沟通能力。Objective:To analyze the characteristics of 404 work orders for public service hotline received by A public hospital in Beijing from January to May in 2020,and put forward countermeasures,so as to provide reference for the hotline handling of public hospitals.Methods:The basic information of the work order was sorted out,entered into Excel,and classified and analyzed by SPSS 17.0 software.Results:The working orders reflecting medical resource problems accounted for 65.1%of the total number,the working orders consulting policies and regulations accounted for 72.5%of the total number,the working orders about outpatient and emergency arrangements and management,inpatient surgery appointment regulations,prescription time limit accounted for 25.0%,20.5%,15.4%respectively.Conclusions:During the COVID-19 epidemic period,the number of orders for public service hotlines received by public hospitals increased significantly,which mainly focused on explaining policies and regulations,and public satisfaction with the answers was high.It is suggested that hospitals should be more aware of the handling of hotline in COVID-19,strengthen the publicity and publicity of relevant policies and regulations,and improve the communication ability of medical staff.

关 键 词：公立医院 市民服务热线 新冠肺炎 

分 类 号：R195[医药卫生—卫生统计学]