政民互动视角下民众反馈“三医”问题分析及对策探讨  

Analysis and Countermeasures Discussion of Healthcare,Medical Insurance and Pharmaceutical Problems in Public Feedback from the Perspective of Government-citizen Interaction

作　　者：孙赫浓 袁有树 王志伟[3] SUN Henong;YUAN Youshu;WANG Zhiwei(School of Management,Beijing University of Traditional Chinese Medicine,Beijing,100029,China;不详)

机构地区：[1]北京中医药大学管理学院,北京100029 [2]北京中医药大学中医学院,北京100029 [3]北京中医药大学国家中医药发展与战略研究院,北京100029

出　　处：《中国卫生质量管理》2025年第3期97-102,共6页Chinese Health Quality Management

基　　金：北京中医药大学揭榜挂帅项目(编号:2023-JYB-JBZD-066)。

摘　　要：目的分析政民互动文本,探究民众反馈“三医”领域重点问题,提出优化建议。方法对2023年1月-2024年6月间10864条政民互动文本数据进行主题挖掘和基于词典的情感分析。结果医疗领域中医疗服务、医疗人才培养,医保领域中医保转接、异地结算,医药领域中企业药品生产、患者购药受到民众高度关注,其中负面情绪的投诉或中性情绪的政策咨询占比较大,提示相应工作存在较大提升空间。结论建议医疗领域简化就医流程,持续提高医疗服务质量,提升医疗人才培养政策知晓率并细化政策要求;医保领域加强医保系统信息化建设,提高统筹层次,强化各地政策衔接与宣传解读;医药领域发挥医药协会枢纽作用,加强政企沟通,完善行业管理标准,优化药品供销体系,满足患者购药需求等。Objective To analyze the text of government-citizen interaction,explore the key issues of public feedback in the field of"healthcare,medical insurance and pharmaceutical",and put forward optimization suggestions.Methods The topic mining and dictionary-based sentiment analysis on 10864 government-citizen interaction text data from January 2023 to June 2024 was performed.Results In the healthcare field,medical services and the cultivation of medical talents are of great concern to the public;in the medical insurance sector,issues such as medical insurance transfer and cross-regional settlement are highly focused on;and in the pharmaceutical field,enterprise drug production and patient access to medications are also under close scrutiny by the people.Among them,the complaints of negative emotions or the policy consultation of neutral emotions account for a large proportion,suggesting that there is a large room for improvement in the corresponding work.Conclusion It is suggested that the healthcare field should simplify the medical treatment process,continuously improve the quality of medical services,elevate the awareness rate of medical personnel training policies and refine the policy requirements.In the field of medical insurance,managers should strengthen the information construction of medical insurance system,improve the level of overall planning,and strengthen the policy connection and publicity interpretation.In the pharmaceutical field,medical association should play the pivotal role,strengthen the communication between government and enterprises,improve the industry management standards,optimize the drug supply and marketing system,and meet the needs of patients for purchasing drugs.

关 键 词：政民互动 主题挖掘 情感分析 医疗 医保 医药 

分 类 号：R197.323[医药卫生—卫生事业管理]