疫情常态化防控背景下北京市某区医疗投诉数据分析  

Analysis of the medical complaint data in a district of Beijing during the COVID-19 epidemic

作　　者：顾欣宇 励国 孙咏莉[3] Gu Xinyu;Li Guo;Sun Yongli(The Fourth Clinical School,Capital Medical University,Beijing 100730,China;Department of Emergency,Fengtai Hospital of Integrated Chinese and Western Medicine,Beijing 100072,China;School of Medical Humanities,Capital Medical University,Beijing 100069,China)

机构地区：[1]首都医科大学第四临床医学院,北京100730 [2]北京市丰台中西医结合医院急诊科,北京100072 [3]首都医科大学医学人文学院,北京100069

出　　处：《中华医院管理杂志》2022年第11期863-866,共4页Chinese Journal of Hospital Administration

摘　　要：目的分析北京市某区2021年医疗机构投诉数据, 探讨疫情常态化防控背景下患者对医疗服务的诉求, 为提升医疗机构服务质量管理水平提供参考。方法资料来源于北京市医院管理中心2021年受理的北京市某区医疗机构的全部患者投诉, 以及万得(Wind)数据库中2021年北京市新型冠状病毒肺炎(以下简称新冠肺炎)确诊病例信息。分析投诉时间、被投诉机构、投诉对象、内容与原因, 以及疫情相关投诉与新冠肺炎病例的时间分布, 所有数据采用描述性分析。结果共纳入2 408条有效投诉。三级医院(1 175条, 48.8%)和二级医院(724条, 30.1%)接到的投诉数量较多;患者对医院管理层的投诉最多(1 470条, 61.0%), 其次为对医师的投诉(590条, 24.5%);涉及医院管理的投诉数量最多(776条, 32.2%), 其次是诊疗效果(623条, 25.9%)和疫情相关(431条, 17.9%)的投诉。疫情相关投诉与同期北京市新冠肺炎确诊病例数时间分布相似。结论疫情常态化防控背景下医疗投诉中的医院管理问题最为突出, 且疫情相关投诉占比较大。医疗机构应紧密结合患者诉求, 优化诊疗程序, 畅通医患沟通渠道, 推动分级诊疗, 优化资源配置, 探索医院高质量运营管理模式。Objective To analyze the complaint data of medical institutions in a district of Beijing in 2021,discuss the patients′demands for medical services under the background of epidemic normalizaed prevention and control,for reference to improve the service quality and quality management level of medical institutions.Methods The data was from all patient complaints received by the Beijing Hospital Management Center in 2021 from medical institutions in a district of Beijing,and the information of confirmed cases of COVID-19 in Beijing in 2021 from Wind database.The time of complaint,the complained organization,the object of complaint,the content and reason,and the time distribution of epidemic related complaints and COVID-19 cases were analyzed.All data were analyzed by descriptive analysis.Results A total of 2408 valid complaints were included.The tertiary hospitals(1175,48.8%)and secondary hospitals(724,30.1%)received more complaints;The complaints against to hospital managers were the most(1470,61.0%),followed by complaints against doctors(590,24.5%);The number of complaints related to hospital management were the largest(776,32.2%),followed by complaints related to diagnosis and treatment effects(623,25.9%)and epidemic situation(431,17.9%).The time distribution of epidemic related complaints was similar to the change trend of the number of confirmed COVID-19 cases in Beijing during the same period.Conclusions Under the background of epidemic normalizaed prevention and control,the problems of hospital management in medical complaints were the most prominent,and epidemic related complaints accounted for a large proportion.Medical institutions should closely combine patients′demands,optimize diagnosis and treatment procedures,unblock doctor-patient communication channels,promote hierarchical diagnosis and treatment,optimize resource allocation,and explore high-quality hospital operation and management mode.

关 键 词：医疗投诉 医院管理 医疗服务质量 常态化疫情防控 政务热线 

分 类 号：R197.323[医药卫生—卫生事业管理]