基于北京市12345市民服务热线的卫生健康领域诉求工单分析  

Analysis of appeal orders in health field based on the 12345 citizen service hotline of Beijing

作　　者：刘海琦 王知 吕兰婷 王开斌 周翔 Liu Haiqi;Wang Zhi;Lyu Lanting;Wang Kaibin;Zhou Xiang(Health Technology Assessment and Policy Evaluation Group,Renmin University of China,Beijing 100872,China;School of Population and Health,Renmin University of China,Beijing 100872,China;Department of Security,Beijing Municipal Health Commission,Beijing 101117,China)

机构地区：[1]中国人民大学卫生技术评估与医药政策研究中心,北京100872 [2]中国人民大学人口与健康学院,北京100872 [3]北京市卫生健康委员会安全保卫处,北京101117

出　　处：《中华医院管理杂志》2024年第12期907-912,共6页Chinese Journal of Hospital Administration

摘　　要：目的分析北京市12345市民服务热线中卫生健康领域的诉求工单,为进一步推动北京市接诉即办工作的高效开展提供参考。方法收集2021—2023年北京市卫生健康系统接收的12345市民服务热线工单,分析有效诉求工单的时空分布情况以及诉求文本,采用单位根检验和协整检验判断有效诉求工单数量与北京市法定传染病例数之间的关联性,采用Pearson相关分析法分析三级医院接收的有效诉求工单数量与其医疗服务量的相关性。结果2021—2023年共接收有效诉求工单25.26万件,呈逐年增加趋势;工单数量与法定传染病例数量之间存在时间序列相关性(P<0.001)。针对三级医院的有效诉求工单23.18万件,西城区工单数量最多(7.53万件),三级医院的有效诉求工单数量与其医疗服务量呈正相关性(P<0.001)。数量最多的工单类型为医疗服务管理类(21.55万件),与患者体验感和三级医院绩效考核相关的工单数量逐年增加。结论北京市卫生健康领域的诉求工单逐年增加,呈中心城区密集型分布,工单数量受到突发公共卫生事件和三级医院医疗服务量等影响,现有工单的诉求分类方法不够精细。建议加强部门联动、建立预警响应机制、制定精细化工单分类标准并精准研判潜在诉求,以患者为中心,将接诉即办的关口前移,实现未诉先办和主动治理,推动卫生健康领域高质量发展。ObjectiveTo analyze the health system appeal orders from Beijing 12345 citizen service hotline,for references for further promoting the efficient implementation of swift response to publis complaints in Beijing.Methods12345 citizen service hotline orders received by Beijing health system from 2021 to 2023 were collected.The spatial and temporal distribution of orders and its appeal text were analyzed.Unit root test and cointegration test were used to determine the correlation between the number of effective appeal orders and the number of notifable disease cases in Beijing.Pearson correlation analysis was used to analyze the correlation between the number of effective appeal orders received by tertiary hospitals and their medical service volume.ResultsFrom 2021 to 2023,there were 252.6 thousand valid orders with an increasing trend year by year;There was a time series correlation(P<0.001)between the number of orders and the number of notifable disease cases.There were 231.8 thousand effective appeal orders for tertiary hospitals,which were densely distributed in Xicheng District,and their quantity was positively correlated with the medical service volume of tertiary hospitals(P<0.001).The most common type of work order was medical service management(215.5 thousand items),and the number of orders related to patient experience and performance evaluation of tertiary hospitals had been increasing year by year.ConclusionsThe number of work orders in the health system from the 12345 citizen service hotline in Beijing had been increasing year by year,and the number of orders were effected by the volume of public health emergencies and medical services provided by tertiary hospitals;The classification of demands in existing work orders was not detailed enough.It was recommended to strengthen departmental linkage,establish early warning and response mechanisms,formulate refined classification standards for orders,and accurately assess potential demands.Moreover,it was necessary to focus on the patient,move the gate of"Han

关 键 词：接诉即办 卫生健康 三级公立医院 高质量发展 现代化治理 

分 类 号：R19[医药卫生—卫生事业管理]