基于患者视角“12345热线”转办的天津市卫生健康行业投诉现状分析  

Analysis of the current situation of complaints in the health industry in Tianjin from the perspective of patients through the transfer of the“12345 Hotline”

作　　者：王福君 冯括 Wang Fujun;Feng Kuo(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10期93-96,共4页Capital Food Medicine

摘　　要：目的基于患者视角分析2023年“12345热线”转办的天津市卫生行业医疗投诉现状、原因,提出改进策略,为改善医患关系、提高患者就医体验提供参考。方法对天津市医疗服务评价和指导中心记录的“12345热线”,于2023年1-12月期间转办的62556例医疗投诉记录进行数据分类和统计分析。结果在2023年纳入的47772件有效投诉中,涉及医疗机构1811家,公立医院投诉占82.97%,11月份投诉量最高(5035例),被投诉医院数量前10位的医疗机构工单总占比达到28.06%,患方投诉主要原因为医疗流程(40.76%)、人员服务(19.64%)、医疗质量(10.03%)、环境设施(4.86%)。医疗机构工单处理满意度58.24%。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,提高患者满意度。Objective To analyze the status quo and causes of medical complaints transferred by“12345 Hotline”in 2023,and propose improvement strategies to provide reference for improving doctor-patient relationship and improving patients’medical experience.Methods The data of 62556 medical complaint records transferred by“12345 Hotline”recorded by Tianjin Medical Service Evaluation and Guidance Center from January to December 2023 were classified and statistically analyzed.Results Among the 47772 valid complaints included in 2023,1811 medical institutions were involved,of which public hospitals accounted for 82.97%.In November,the number of complaints was the highest(5035 cases).The total number of work orders of the top 10 medical institutions in the number of complained hospitals accounted for 28.06%,and the main reason for patients’complaints was medical procedures(40.76%),personnel service(19.64%),medical quality(10.03%),environmental facilities(4.86%).The satisfaction of work order processing in medical institutions was 58.24%.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’satisfaction with medical treatment.

关 键 词：12345热线 医疗投诉 投诉分类 患者体验 

分 类 号：R194[医药卫生—卫生事业管理]