北京市某三级医院接诉即办数据分析推动医院高质量发展的研究  

Research on the Promote High Quality Development of the Hospital by the Data Analysis of Immediate Handling of Complaints in a Tertiary Hospital in Beijing

作　　者：朱明辉[1] 刘博[2] 王大军 张键[1] 尹海燕 ZHU Minghui;LIU Bo;WANG Dajun;ZHANG Jian;YIN Haiyan(Dean's Office,Fuxing Hospital,Capital Medical University,Beijing 100038,China;Complaint Management Center,Beijing Anzhen Hospital,Capital Medical University,Beijing 100029,China)

机构地区：[1]首都医科大学附属复兴医院院长办公室,北京100038 [2]首都医科大学附属北京安贞医院诉求管理中心,北京100029

出　　处：《中国卫生标准管理》2024年第22期39-42,47,共5页China Health Standard Management

摘　　要：文章分析首都医科大学附属复兴医院的接诉即办数据,以定位关键科室和人员、优化流程并制订整改措施,从而提高医疗服务质量和患者满意度。采用了定量和定性相结合的方法,数据来源包括接诉即办系统数据、访谈和满意度调查数据。结果显示,患者体验受诊疗流程、投诉科室、投诉问题、投诉对象和重复投诉等关键节点的影响。基于此,提出了发挥党建引领作用、加快信息化建设、建立一站式服务中心、强化多元共治、加强培训等改进策略。数据分析有助于医院发现和解决医疗服务流程中的问题,从而提高服务质量和患者满意度,为医院管理改进提供参考。This paper is to analyze the handle complaints immediately data of Fuxing Hospital,Capital Medical University,in order to identify key departments and personnel,optimize processes,and develop corrective measures,thereby improving the quality of medical services and patient satisfaction.The paper used a combination of quantitative and qualitative research methods,with data sources including the handle complaints immediately system data,interviews,and satisfaction surveys.The results showed that the patient experience was influenced by key nodes such as the diagnosis and treatment process,the departments complained about,the issues complained about,the subjects of the complaints,and repeated complaints.Based on this,strategies for improvement were proposed,including leveraging the party building leadership,accelerating information construction,establishing a one-stop service center,strengthening pluralistic co-governance,and enhancing training.That data analysis can help hospitals identify and resolve problems in the medical service process,thereby improving service quality and patient satisfaction,and providing a reference for hospital management improvement.

关 键 词：接诉即办 数据分析 医院管理 服务质量 患者满意度 高质量发展 

分 类 号：R197[医药卫生—卫生事业管理]