發(fā)布時(shí)間：2016-08-20 06:17

新形勢(shì)下對(duì)某三甲醫(yī)院的信訪現(xiàn)狀分析與建議The status of the petition of a hospital's analysis and recommendations in the new situation

【摘要】 目的 回顧性分析某三甲醫(yī)院信訪問(wèn)題的變化趨勢(shì)、特點(diǎn)及處理結(jié)果，為進(jìn)一步提高患者滿意度、提高醫(yī)療服務(wù)水平提供指導(dǎo)意見(jiàn)。方法 對(duì)2011年1月至2013年12月某三甲醫(yī)院出現(xiàn)的800例信訪事件進(jìn)行回顧性分析，根據(jù)信訪事件的時(shí)間變化趨勢(shì)、信訪事件的性質(zhì)、處理結(jié)果等進(jìn)行分層分析，找出目前該院存在的主要信訪核心問(wèn)題。結(jié)果 2011年共發(fā)生信訪事件250起（31.25%），2012年272起（34.00%），，2013年278起（34.75%）；在信訪形式中，2011年至2013年均以來(lái)電（電話）的方式為主，并且呈現(xiàn)出逐年上升的趨勢(shì)，信件來(lái)訪的比例有下降的趨勢(shì)，直接到院辦或信訪辦投訴的比例基本穩(wěn)定；3年中，來(lái)電形式所占比例達(dá)到54.38%。主要來(lái)源為市衛(wèi)計(jì)委交辦件，其中2011年108起（43.20%）、2012年116起（42.65%）、2013年163起（58.63%）。信訪事件涉及人員類別主要為醫(yī)生367起（45.88%），其次為護(hù)士182起（22.75%）；主要投訴問(wèn)題分布情況：醫(yī)生主要涉及服務(wù)態(tài)度202起（55.04%）、護(hù)士服務(wù)態(tài)度99起（54.40%）、醫(yī)技人員主要問(wèn)題是工作流程79起（50.64%）、后勤及其他人員為服務(wù)態(tài)度63起（66.32%）；信訪事件涉及的主要問(wèn)題分布由高到低分別是：服務(wù)態(tài)度（54.38%）、醫(yī)療質(zhì)量（20.50%）、工作流程（20.38%）、責(zé)任心及職業(yè)道德（4.75%）。結(jié)論 該三級(jí)醫(yī)院信訪事件的數(shù)量在三年間基本穩(wěn)定，信訪的主要問(wèn)題是醫(yī)生、護(hù)士的服務(wù)態(tài)度、醫(yī)療質(zhì)量問(wèn)題，所以應(yīng)該針對(duì)信訪事件中的突出問(wèn)題進(jìn)行整改，進(jìn)一步提高醫(yī)療服務(wù)質(zhì)量。
【關(guān)鍵詞】三甲醫(yī)院；信訪；滿意度；醫(yī)療服務(wù)水平

【Abstract】Objective  A retrospective analysis of trends petition a hospital problem, characteristics and results, providing guidance to further improve patient satisfaction, improve medical services.Methods  In 800 cases the petition events appear to hospital in 2011 January to 2013 December were retrospectively analyzed, according to the petition events change trend, petition the nature of the event, the processing results of hierarchical analysis, find out the main complaint letters and visits the hospital core problems existing at present.Results  In 2011 there were letters and 250 events (31.25%), 2012 272 (34%), 2013 278 (34.75%); in the form of letters and visits in 2011 to an annual average of 2013, with the call (phone) mode , and showing a rising trend year by year, letter visit ratio tends to drop, directly to the hospital do the complaint or petition office ratio basically stable;. in 3 years, the proportion reached 54.38% of incoming form The main source for the City Planning Commission assigned by Wei pieces, which in 2011 108 (43.20% 2012), 116 (42.65%), 163 (2013 58.63%). The petition incident involving personnel category mainly for doctor 367 (45.88%), followed by nurses, 182 (22.75%); the distribution of the main complaints: doctor mainly relates to the service attitude of 202 (55.04%), the nurse service attitude of 99 (54.40%), the main problem is the medical staff work process 79 (50.64% ), logistics and other personnel for service attitude of 63 (66.32%); the main issue petition incident involving a distribution from high to low is: service attitude (54.38%), the quality of medical care (20.50%), the work flow (20.38%), sense of responsibility and professional ethics (4.75%).Conclusio The number of grade three hospitals petition events in three years basically stable, the main problem is the quality problem of letters and visits medical doctor, nurse, service attitude, so it should be outstanding problems in the petition in the event of rectification, further improve the quality of medical services.
Key words ：three hospitals;letters; satisfaction; medical services

隨著社會(huì)經(jīng)濟(jì)體制以及社會(huì)觀念的不斷轉(zhuǎn)變，人民群眾自身的法律意識(shí)不斷增強(qiáng)，信訪制度已經(jīng)成為社會(huì)關(guān)注的熱點(diǎn)問(wèn)題[1]。衛(wèi)生信訪作為醫(yī)院衛(wèi)生系統(tǒng)為人民提供更優(yōu)、更好的醫(yī)療服務(wù)的重要措施之一，同樣面臨著嚴(yán)峻的形式。因此，如何有針對(duì)性的對(duì)當(dāng)前醫(yī)院信訪工作中存在的具體問(wèn)題，采取有針對(duì)性的整改措施，有利于醫(yī)療衛(wèi)生事業(yè)的健康穩(wěn)定發(fā)展以及衛(wèi)生體制改革的深入進(jìn)行[2]。為此，本研究針對(duì)某三甲醫(yī)院信訪問(wèn)題的變化趨勢(shì)、特點(diǎn)及處理結(jié)果進(jìn)行回顧性分析，為進(jìn)一步提高患者滿意度、提高醫(yī)療服務(wù)水平提供指導(dǎo)意見(jiàn)�，F(xiàn)將研究結(jié)果總結(jié)報(bào)道如下：

1 材料與方法

1.1資料收集
本次研究收集了某三甲醫(yī)院醫(yī)務(wù)處、院長(zhǎng)辦公室2011年至2013年總共近千例信訪事件的記錄登記情況進(jìn)行了統(tǒng)計(jì)分析，其中剔除了表?yè)P(yáng)類內(nèi)容并去掉余數(shù)等，整理事件800件。其中涉及外地患者228件，本地患者572件；其中2011年共收到信訪事件250件、2012年272件、2013年278件。

2 結(jié)果
3討論

綜上所述，該三甲醫(yī)院信訪事件的數(shù)量在三年間基本穩(wěn)定，信訪的主要問(wèn)題是醫(yī)生、護(hù)士的服務(wù)態(tài)度、醫(yī)療質(zhì)量問(wèn)題，所以應(yīng)該針對(duì)信訪事件中的突出問(wèn)題進(jìn)行整改，進(jìn)一步提高醫(yī)療服務(wù)質(zhì)量。

參考文獻(xiàn)

[1]邵建華,管德坤.從對(duì)某三甲醫(yī)院信訪工作分析看醫(yī)院信訪的發(fā)展方向[J].中國(guó)醫(yī)院管理,2011,31(10):49-50

[2]吳海琳.北京市食藥監(jiān)管局組織進(jìn)行紀(jì)檢監(jiān)察信訪舉報(bào)培訓(xùn)[J].首都醫(yī)藥,2014,01(11):59-59
[3]鄭陸林,陳蓓,陳敏生.醫(yī)院信訪件的構(gòu)成特點(diǎn)與影響因素研究[J].醫(yī)學(xué)與法學(xué),2013,5(03):52-54
[4]Toussaint John S, Berwick Donald M.The need for access to Medicare fee-for-service claims data.[J].JAMA : the journal of the American Medical Association,2013,310(1):29-30
[5]夏莽,侯勝田.對(duì)不同類型醫(yī)療糾紛處理機(jī)制的探討——基于全國(guó)衛(wèi)生系統(tǒng)信訪數(shù)據(jù)的分析[J].中國(guó)醫(yī)院管理,2012,32(02):51-53
[6]Ekundayo Olaniyi James, Saver Jeffrey L, Fonarow Gregg C, et al. Patterns of emergency medical services use and its association with timely stroke treatment: findings from get with the guidelines-stroke.[J].Circulation. Cardiovascular quality and outcomes,2013,6(3):262-269
[7]邱鴻鐘,梁瑞瓊,林冬霓.醫(yī)療信訪事件中信訪人員的特點(diǎn)和心理干預(yù)研究[J].中國(guó)醫(yī)藥科學(xué),2013,3(01):168-170
[8]韓鵬,任在方.院長(zhǎng)辦公室信訪工作的實(shí)踐與探索[J].中日友好醫(yī)院學(xué)報(bào),2012,26(04):249-250
[9]郭寧.淺議醫(yī)療信訪成因與醫(yī)療信訪工作制度化、規(guī)范化、法制化的必要性與策略[J].中醫(yī)藥管理雜志,2013,21(01):4-7
[10]韓鵬,任在方.院長(zhǎng)辦公室信訪工作的實(shí)踐與探索[J].中日友好醫(yī)院學(xué)報(bào),2012,26(04):249-250

本文編號(hào)：98629