Analysis of medical complaints on the"12345 Hotline"transferred from a third level public Traditional Chinese Medicine hospital in a certain city in 2023
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.
12345 hotlineHospital of Traditional Chinese MedicineMedical complaints
NETL
NSTL
万方数据
