2023年某市三级公立中医医院转办“12345热线”医疗投诉分析  

Analysis of medical complaints on the“12345 Hotline”transferred from a third level public Traditional Chinese Medicine hospital in a certain city in 2023

作　　者：王福君 Wang Fujun(Tianjin Medical Service Evaluation and Guidance Center,Tianjin 300131,China)

机构地区：[1]天津市医疗服务评价和指导中心,天津300131

出　　处：《首都食品与医药》2025年第1期96-98,共3页Capital Food Medicine

摘　　要：目的分析2023年“12345热线”转办的三级公立中医医院的医疗投诉现状、原因,提出改进策略,为提高患者就医感受提供参考。方法对天津市“12345热线”在2023年1月-12月期间转办的3821例三级中医医院有效医疗投诉记录进行数据分类和统计分析。结果天津市现有7家三级中医医院均有投诉,3821例投诉中制度流程类投诉最多(39.91%),其次为人员服务类(21.93%)、其他类(21.91%),医疗机构投诉处置机制不健全导致重复诉求数量较多(14.47%)。结论“12345热线”转办医疗投诉主要原因类别为医疗流程、人员服务、医疗质量;医院应优化就医流程,提升服务内涵,加强投诉处置管理,改善医患关系,提高患者就医感受。Objective To analyze the current situation and causes of medical complaints in third-level public Traditional Chinese Medicine hospitals transferred by“12345 hotline”in 2023,propose improvement strategies,and provide reference for improving patients’medical experience.Methods Data classification and statistical analysis were made on 3821 effective medical complaint records of tertiary TCM hospitals transferred by“12345 Hotline”in Tianjin from January to December 2023.Results Among the 3821 cases of complaints,the system and process complaints were the most common(39.91%),followed by staff service complaints(21.93%)and other complaints(21.91%).The imperfect complaint handling mechanism of medical institutions led to a large number of repeated appeals(14.47%).Conclusion The main reasons for“12345 Hotline”to transfer medical complaints are medical process,personnel service and medical quality.Hospitals should optimize the process of medical treatment,enhance the connotation of service,strengthen the management of complaint handling,improve the relationship between doctors and patients,and improve patients’feeling of medical treatment.

关 键 词：12345热线 中医医院 医疗投诉 

分 类 号：R197.323[医药卫生—卫生事业管理]