Objective To analyze the sources of complaints about public hospitals based on the data collected from patinets'calling"12345"government hotline to find ways to improve patients'satisfaction.Methods Comparing indicators and how they change from January 2020 to December 2022 in a public hospital of Lianyungang.Relevant data were collected and organized by descriptive statistical method,and the results were summarized and analyzed by fishbone chart and brainstorming.Results Due to the lack of an effective supervising and assessing system,a complete mechanism and other reasons,patients'satisfaction was low.By adopting measures such as setting up regulatory apartments,optimizing procedures of medical treatment,strengthening the communication between doctors and patients and so on,the study could rectify the situation and solve many existing problems within the hospital.The study could also establish a system that combines assessment and service supervision.After that,the study could make the system more scientific and complete by strengthening the evaluation and supervision procedures.As a result,complaints about the hospital from the"12345"hotline had been reduced year by year.Conclusion Through the implementation of the research results,patient satisfaction was increased year by year and their sense of gain was continuously improved.The research result could be further applied in more public hospitals.
关键词
公立医院/"12345"热线/问题导向/监督质效/考核评价体系/满意度
Key words
public hospital/"12345"hotline/issue-oriented/monitoring quality and efficiency/assessment and supervision system/satisfaction
万方数据