接诉即办推动某公立医院高质量发展的实践  

Practice of swift response to public complaints drives high-quality development in a public hospital

作　　者：潘志永 王德轩 胡冰水 吕兰婷 吴宣 Pan Zhiyong;Wang Dexuan;Hu Bingshui;Lyu Lanting;Wu Xuan(Outpatient Department,Peking Union Medical College Hospital,Chinese Academy of Medical Sciences,Beijing 100730,China;Department of Logistics Support,Institute of Basic Medical Sciences,Chinese Academy of Medical Sciences,Beijing 100005,China;School of Population and Health,Renmin University of China,Beijing 100872,China)

机构地区：[1]中国医学科学院北京协和医院门诊部,北京100730 [2]中国医学科学院基础医学研究所后勤保障处,北京100005 [3]中国人民大学人口与健康学院,北京100872

出　　处：《中华医院管理杂志》2024年第12期913-916,共4页Chinese Journal of Hospital Administration

摘　　要：接诉即办是健全基层治理和快速响应群众诉求的重要举措,是公立医院践行以人民为中心的发展思想的生动实践。2019年,北京市某三级甲等公立医院启动接诉即办工作。2022年,该院进一步完善接诉即办工作机制,制定院内相关规定,组建接诉即办专班,并以问题为导向,聚焦12345市民服务热线工单反映出的主要问题,采取了一系列优化举措,包括完善诊疗流程,满足就医需求;扩大患者诉求途径,高效引流和解决诉求;加强信息化建设,创新服务模式。2022年7月至2024年3月,医院承接12345市民服务热线工单的响应率、解决率和满意率均为100.00%,较2022年1—6月的99.70%、86.94%和87.44%有较大提升。该实践完善了医院诊疗制度和就医流程,改善了患者就医体验,推动了医院高质量发展,可为其他医院开展接诉即办工作提供借鉴。Swift response to public complaints is an important measure for improving grassroots governance and responding quickly to public demands.It is a vivid practice of public hospitals practicing the people-centered development concept.In 2019,a tertiary public hospital in Beijing had launched the swift response to public complaints work.In 2022,the hospital further improved the work mechanism,formulated relevant regulations within the hospital,established a special team for handling complaints immediately,and focused on the main problems reflected in the 12345 citizen service hotline work order with a problem oriented approach.A series of optimization measures had been taken,including improving the diagnosis and treatment process to meet medical needs,expand patient appeal channels and efficiently drain and resolve appeals,as well as strengthen information technology construction and innovate service models.From July 2022 to March 2024,the response rate,resolution rate,and satisfaction rate of the work orders undertaken by the hospital were all 100.00%,with a significant increase compared to 99.70%,86.94%,and 87.44%in January June 2022.This practice had improved the hospital′s diagnosis and treatment system and medical process,enhanced the patient′s medical experience,promoted the high-quality development of the hospital,and could provide references for other hospitals to carry out the work of swift response to public complaints.

关 键 词：接诉即办 公立医院 高质量发展 医院管理 医疗服务 

分 类 号：R197.3[医药卫生—卫生事业管理]