浅析“接诉即办”机制为医院解决患者诉求注入新动力  

The mechanism of"Public complaints have been processed without delay"injects new impetus for hospitals to solve patients'demands

作　　者：徐秀红[1] 梁丽[1] 田昕[1] 杨盈赤[2] 段满荣[1] 王蒂楠[1] 曲媛[1] 杨静[1] 杨璐[1] 张忠涛[1] 谢苗荣[1] XU Xiuhong;LIANG Li;TIAN Xin;YANG Yingchi;DUAN Manrong;WANG Dinan;QU Yuan;YANG Jing;YANG Lu;ZHANG Zhongtao;XIE Miaorong(Beijing Friendship Hospital,Capital Medical University,No.95,Yong'an Road,Xicheng District,Beijing,100050,PRC)

机构地区：[1]首都医科大学附属北京友谊医院,北京市西城区100050 [2]首都医科大学附属北京友谊医院医患办,北京市西城区100050

出　　处：《中国医院》2021年第5期94-96,共3页Chinese Hospitals

摘　　要：以政府热线“12345”为载体的“接诉即办”工作机制,为提升医院对患者诉求的解决力度提出了新要求。医疗卫生行业肩负着民生“七有”中至关重要的“病有所医”职责。医疗机构全面落实“接诉即办”机制,以患者诉求为导向,快速、准确做好患者诉求的受理、核实、处理、反馈等各个环节是提高广大患者满意度、改善患者就医体验的重要工作内容。作者汇总了2019年北京市某三级甲等综合医院所接收的“12345”政府热线患者诉求工单共999件,通过总结患者诉求的基本类型与特点,讨论“接诉即办”机制对医院各部门高质高效响应患者诉求、努力提高医疗质量、优化工作流程、强化医务人员人文关怀意识以及沟通能力等方面的促进作用,论证了“接诉即办”作为一种群众诉求快速响应机制,是医院各部门落实“以患者为中心”发展思想的重要工作指引。With the government hotline "12345" as the carrier,the working mechanism of " Public complaints have been processed without delay " has put forward new requirements for hospitals and relevant departments to improve their efforts in addressing people’s demands.The medical and health industry is shouldering the vital responsibility of "full access of medical treatment for the sick" among the "seven accesses" of people’s livelihood.Medical institutions fully implementing the mechanism of " Public complaints have been processed without delay ",taking patients’ demands as the guidance,and quickly and accurately accepting,verifying,dealing with and giving feedback on for patients’ demands is an important work content to improve patients’ satisfaction and patients’ medical experience.This paper summarizes a total of 999 requests for work orders from "12345" government hotline patients received by a Grade Ⅲ Level A general hospital in Beijing in 2019,and by summarizing the basic types and characteristics of patients’ demands,discusses the promotion effect of the mechanism of " Public complaints have been processed without delay " on various departments of the hospital to respond to patients’ demands with high quality and high efficiency,strive to improve medical quality,optimize working procedures,and strengthen medical staff’s awareness of humanistic care and communication skills,and finally proved that as a kind of rapid response mechanism to people’s demands," Public complaints have been processed without delay " is an important guideline for each department of the hospital to implement the idea of "patient-centered" development.

关 键 词：接诉即办 政府热线 患者诉求 医患之间 

分 类 号：R197[医药卫生—卫生事业管理]