新冠肺炎疫情对医疗投诉的影响及应急管理机制效果分析  

The impact of COVID-19 on medical complaints and the effectiveness of emergency management

作　　者：刘涛[1] 王海莲 顾勇伟[1] LIU Tao;WANG Hailian;GU Yongwei(Shanghai Songjiang District Central Hospital,Shanghai 201600,China)

机构地区：[1]上海市松江区中心医院,上海201600

出　　处：《现代医院》2022年第8期1171-1173,共3页Modern Hospitals

基　　金：上海市医务工会理论研究重点课题(2020YGL14);上海市松江区科委科技公关项目(19SJKJGG37)。

摘　　要：目的探讨新冠肺炎疫情对公立医疗机构投诉工作的影响,为构建公立医院在面对重大公共卫生应急事件时的投诉处置机制提供实践路径。方法以上海市松江区某公立医院2019—2020年接待和处理的医疗投诉为例,比较分析新冠肺炎疫情前后医疗投诉变化情况,提出相应的应对举措并实施。结果社会、医院、患者等不同层面均受到新冠肺炎疫情的影响,在医院内部以医患矛盾的形式凸显,对医院的正常诊疗秩序造成较大冲击。医院在采取书记负责、职能部门量化预警和临床科室首诉负责的三级投诉应急管理机制后,信访投诉量由高速增长逐渐转变为波动式增长,继而呈负增长态势,为赢得疫情防控阶段性成果做出了应有的贡献。结论在人们维权意识普遍提高的当下,为应对新冠肺炎疫情给医疗投诉工作带来的挑战,医院有必要及时调整应急投诉管理策略、改进服务流程,最大程度化解医患矛盾,提升患者就医体验。Objective To explore the impact of COVID-19 on the medical complaints to public medical institutions,and provide practical methods for the complaint handling mechanism under major public health emergencies.Methods The medical complaints handled by a public hospital in Songjiang District,Shanghai from 2019 to 2020 were analyzed to compare the changes of medical complaints before and after COVID-19,and countermeasures were proposed and implemented.Results COVID-19 affected the society,hospitals and patients at different levels,and was highlighted in the conflicts between doctors and patients,causing a great impact on the normal order of medical practice and service.After adopting a three-level complaint emergency management of a secretary being in charge,quantitative warning of functional departments and clinical departments being responsible for first complaint,the number of complaints gradually changed from a rapid growth to a fluctuating growth,and then a trend of negative growth,making contributions to the achievements of epidemic prevention and control.Conclusion In order to cope with the challenges brought by COVID-19 and protect patients’rights,hospitals need to adjust their emergency complaint management strategies and improve service processes to resolve doctor-patient conflicts to the greatest extent and provide patients with better medical experience.

关 键 词：新冠肺炎疫情 医疗投诉 三级投诉应急管理机制 医院 公共卫生 

分 类 号：R197.323.4[医药卫生—卫生事业管理] R184[医药卫生—公共卫生与预防医学]