医院“智慧信访”信息系统建设思路与成效探讨  

Discussion on the Construction Idea and Effect of Hospital "Smart Petition" Information System

作　　者：周婷婷 袁梅[1] 邓薇[2] 游涵 ZHOU Tingting;YUAN Mei;DENG Wei;YOU Han(Department of Professional Ethos Construction,West China Second Hospital of Sichuan University,Chengdu 610066,Sichuan,China;Department of Information Management,West China Second Hospital of Sichuan University,Chengdu 610066,Sichuan,China)

机构地区：[1]四川大学华西第二医院行风建设办公室,四川成都610066 [2]四川大学华西第二医院信息管理部,四川成都610066

出　　处：《医学信息》2025年第8期37-41,共5页Journal of Medical Information

基　　金：四川省卫生信息学会科研课题(编号:2023092)。

摘　　要：以某大型三甲医院“智慧信访”系统为例,探讨其建设思路和成效,为其他医院信访管理提供参考。该院通过“智慧信访”系统构建“医院-投诉管理部门-业务科室”三级管理架构,借助“问题改进”实现信访闭环管理,借助“数据看板”实现信访数据可视化,建立“即时化解台账”及时解决群众诉求。“智慧信访”系统提高了信访管理质量与效率,有利于医院节能降耗和资源节约,同时帮助医院做好投诉源头治理,提升医院治理能力。Taking the “smart petition”system of a large first-class hospital as an example,this paper discusses its construction ideas and effects,in order to provide reference for other hospitals' petition management.The hospital builds a three-level management structure of “hospital-complaint management department-business department”through “smart petition”system,realizes closed-loop management of petition with the help of“problem improvement”,realizes visualization of petition data with the help of “data bulletin board”,and establishes “complaint ledger resolved”to solve the demands of the masses in a timely manner.The “smart petition”system improves the quality and efficiency of petition management,is conducive to energy saving and resource saving,and is also conducive to treat hospital complaints from the source and improve the hospital's management capacity.

关 键 词：智慧医院 信访管理 患者投诉 医院治理 

分 类 号：R197.32[医药卫生—卫生事业管理]