北京市属某三甲医院提升市民服务热线诉求满意度实践研究  

A practical study on improving the satisfaction of citizens'service hotline appeals in a Grade III Level A hospital in Beijing

作　　者：刘博[1] 张咸锋 王超[2] 曾令艳 周翔 袁飞 LIU Bo;ZHANG Xianfeng;WANG Chao;ZENG Lingyan;ZHOU Xiang;YUAN Fei(Beijing Anzhen Hospital,Capital Medical University,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100029 [2]北京市疾病预防控制中心,北京市100013 [3]北京市医院管理中心,北京市100053 [4]北京市卫生健康委员会,北京市100053

出　　处：《中国医院》2023年第9期95-97,共3页Chinese Hospitals

基　　金：北京市医院管理中心2021年度“培育计划”管理项目课题(PG2021020)。

摘　　要：随着《北京市接诉即办工作条例》的正式出台,“12345”市民服务热线逐渐成为广大患者向医疗卫生机构表达诉求的主要途径。为进一步提升医院管理水平、降低医院诉求总量、提高诉求管理工作满意度,北京市某三甲医院诉求管理中心梳理分析了2020-2021年受理的2693件市民服务热线“12345”工单的诉求类别及其回访满意度情况。分析发现,医疗资源紧张、医院管理缺失和质疑医疗行为是导致诉求的主要原因;两年间导致诉求不满意的首要原因均是质疑医疗行为问题。针对以上分析结果,医院采取一系列行之有效、互融互通的实践做法,取得了一定成效。With the official introduction of the Regulations on the Work of Beijing Municipality on Swift Response to Public Complaints,the“12345”citizen service hotline has gradually become the main way for patients to express their demands to medical and health institutions.In order to further improve the hospital management level,reduce the total amount of hospital appeals,improve the satisfaction of appeal management,do a good job in appeal management,and achieve high-quality development.The appeal management center of a Grade III Level A hospital in Beijing sorted out and analyzed the appeal categories and return visit satisfaction of 2693 citizen service hotline"12345"work orders accepted from 2020 to 2021.The analysis found that the shortage of medical resources,the lack of hospital management,and the questioning of medical behavior were the main reasons leading to the demands,and the main reasons leading to the dissatisfaction with the demands in the two years were the questioning of medical behavior.In view of the above analysis results,the hospital has achieved some results by adopting a series of effective and mutually integrated practices.

关 键 词：接诉即办 满意度 医院管理 高质量发展 

分 类 号：R197.3[医药卫生—卫生事业管理]