突发重大传染病疫情背景下血液肿瘤患者就医诉求分析  

Analysis of medical appeals of blood tumor patients under the background of sudden major infectious diseases

作　　者：李秋燕 王辛 胡宗铃 张甜甜 苏衡 秦冰 任子怡 杨凡 刘华林 周耀宗 杜汋[3] 王津雨 LI Qiuyan;WANG Xin;HU Zongling;ZHANG Tiantian;SU Heng;QIN Bing;REN Ziyi;YANG Fan;LIU Hualin;ZHOU Yaozong;DU Yue;WANG Jinyu(State Key Laboratory of Experimental Hematology,National Clinical Research Center for Blood Diseases,Haihe Laboratory of Cell Ecosystem,Institute of Hematology&Blood Diseases Hospital,Chinese Academy of Medical Sciences&Peking Union Medical College,Tianjin 300020,China)

机构地区：[1]中国医学科学院血液病医院(中国医学科学院血液学研究所)/实验血液学国家重点实验室/国家血液系统疾病临床医学研究中心/细胞生态海河实验室,天津300020 [2]天津医学健康研究院 [3]天津医科大学公共卫生管理学院

出　　处：《中国公共卫生管理》2024年第4期611-614,618,共5页Chinese Journal of Public Health Management

基　　金：北京协和医学院教育基金会课题项目。

摘　　要：目的分析影响血液肿瘤患者就医的关键问题,为进一步优化医疗应急救治工作流程、满足患者就医需求提供政策参考。方法建立医疗投诉分析工具分析框架,对某血液病专科医院2022年1—12月的患者诉求进行编码整理,并采用投诉频数—相关性分析法和帕累托质量分析法对关键问题进行分析。结果433件诉求主要来自院外渠道反馈,入院阶段是诉求高发阶段,主要集中在防控政策、工作流程等管理层面问题。各层级医疗救治流程衔接不畅、就医延迟、宣传告知不足、医患沟通不畅等问题凸显,需引起高度重视。结论各层级、各系统间应加强协同联动,制定协同管理措施,做好血液肿瘤患者的分类救治。Objective Analyzing the key problems affecting blood tumor patients’medical treatment,to provide policy references for further optimizing the work flow of medical emergency treatment and meeting the medical needs of patients.Methods The health care complaint analysis tool(HCAT)analysis framework was established to code and organize patient claims from January to December 2022 in a hospital specializing in hematology,and key issues were analyzed using complaint frequency-correlation analysis and Pareto quality analysis.Results The 433 appeals mainly came from the feedback from outside the hospital,and the appeals were high in the admission stage,mainly concentrated on the management level issues such as prevention and control policies and work processes.Problems such as poor connection of medical treatment processes at all levels,delayed access to medical care,insufficient publicity and information,and poor communication between doctors and patients were exposed and needed to be given high priority.Conclusion All levels and systems should strengthen the collaborative linkage and formulate collaborative management measures to categorize and treat patients with hematological neoplasms.

关 键 词：医疗投诉分析工具 突发重大传染病 血液肿瘤 诉求 

分 类 号：R197[医药卫生—卫生事业管理]