某三甲医院分院12345政府热线的现状与改进建议  

Present situation and improvement suggestion of 12345 work order in a branch of a top tertiary hospital

作　　者：蒋南 胡晓晓 谭智[2] JIANG Nan;HU Xiaoxiao;TAN Zhi(Medical Office,the First Affiliated Hospital,Sun Yat-sen University,Guangdong Province,Guangzhou510070,China;Outpatient Office,the First Affiliated Hospital,Sun Yat-sen University,Guangdong Province,Guangzhou510070,China)

机构地区：[1]中山大学附属第一医院医务办公室,广东广州510070 [2]中山大学附属第一医院门诊办公室,广东广州510070

出　　处：《中国当代医药》2023年第5期165-169,共5页China Modern Medicine

摘　　要：目的以12345政府热线工单为导向改善医疗服务,增强医院的管理水平,提高患者对医院的满意度。方法回顾性分析中山大学附属第一医院(以下简称“我院”)近5年12345政府热线的内容和患方诉求,对比医院医疗服务现状,提出改进措施。结果近5年12345政府热线工单量逐年上升,门诊工单量远高于住院工单量。12345政府热线工单对职能部门的投诉相对较多,主要有就医流程、就医环境、就医要求,临床问题相对较少,主要有医患沟通、医疗质量等。结论面对12345政府热线工单处理和患者诉求,医院应从管理方面着手,优化流程,建议院领导统筹领导,工单处理专职化、闭环化管理,提升工单处理人员水平,以诉促改,改善医疗服务,提升医疗质量。同时应构建多元化的投诉体系,全面了解患者就诊需求,以实现降低12345工单总量,提升12345工单满意度。Objective Guided by the 12345 government hotline work order to improve medical services,enhance the management level of the hospital,and improve the satisfaction of patients with the hospital.Methods This paper retrospectively analyzed the content of the 12345 government hotline and the demands of patients in the First Affiliated Hospital,Sun Yat-sen University(hereinafter referred to as"our hospital")of the past five years,compared the current situation of hospital medical services,and proposed improvement measures.Results In the past five years,12345 work order have been increasing year by year,and the number of outpatient work orders is much higher than that of inpatient work orders.The 12345 government hotline has relatively many complaints to functional departments,mainly on medical procedures,medical environment,and medical requirements.There are relatively few clinical problems,mainly on doctor-patient communication and medical quality.Conclusion In the face of the 12345 government hotline work order processing and patient appeals,the hospital should start from the management aspect,optimize the process,and recommend hospital leaders to make overall arrangements,full-time and closed-loop management of work order processing,and improve the level of work order processing personnel.Improve medical services and the quality of medical care.At the same time,a diversified complaint system should be built to fully understand the needs of patients for medical treatment,so as to reduce the total number of 12345 work orders and improve the satisfaction of 12345 work orders.

关 键 词：12345 医疗服务 医疗投诉 政府热线 

分 类 号：R197.1[医药卫生—卫生事业管理]