摘要
目的分析新冠疫情期间某三级口腔专科医院收到的门诊相关非现场诉求的原因及影响。方法统计2021年1月—12月该医院门诊245条信息完整的诉求,提取关键词后运用Excel软件进行分类分析。结果新冠疫情期间非现场诉求已成为患者诉求的重要途径,包含12345(12320)热线、电话、院长信箱、网络、信件等形式。门诊非现场诉求中按成因分为投诉、咨询、求助、建议及其他;按内容分为疫情防控、挂号管理、诊疗流程、医疗资源、医疗服务、服务态度、信息服务6类。所有非现场诉求回复处理后满意度为91.02%。结论非现场诉求是新冠疫情期间患者表达意见的重要方式,医疗机构应及时做好疫情防控政策变化的就医应对,建立高效的非现场诉求处置机制,切实保障人民群众的就医需求。
Objective To analyze the causes and effects of outpatient-related off-site appeals received by a tertiary stomatology hospital during the period of COVID-19 epidemic.Methods 245 requests for complete information in the outpatient department of the hospital were collected from January to December 2021.Keywords were extracted and classified by Excel software.Results During the COVID-19 epidemic,off-site appeals had become an important way for patients to appeal,including 12345(12320)hotline,telephone,dean's mailbox,Internet,letters and other forms.The off-site appeals of outpatient could be divided into complaint,consultation,help,suggestion and others according to the causes.According to the content,they could be divided into 6 categories:epidemic prevention and control,registration management,diagnosis and treatment process,medical resources,medical services,service attitude,and information services.The satisfaction rate of all off-site appeals was 91.02%.Conclusion Off-site appeals were an important way for patients to express their opinions during COVID-19 epidemic.Medical institutions should timely respond to changes in epidemic prevention and control policies,establish an efficient off-site appeals handling mechanism,and effectively ensure people’s demands for medical services.
作者
任红润
邵倩
邵辰杰
孔祥鑫
马震
毛鹏远
王莉蓉
REN Hong-run;SHAO Qian;SHAO Chen-jie;KONG Xiang-xin;MA Zhen;MAO Peng-yuan;WANG Li-rong(Nanjing Stomatological Hospital,Affiliated Hospital Medical School,Nanjing University;Women's Hospital of Nanjing Medical University;Nanjing Women and Children's Healthcare Hospital)
出处
《医院管理论坛》
2023年第12期6-9,共4页
Hospital Management Forum
基金
2021年度江苏省医院协会医院管理创新研究课题,编号:JSYGY-3-2021-272
南京市科学技术协会“软科学研究”项目,编号:2023-26
2022年度南京市卫生科技发展专项资金项目,编号:GBX22302
江苏省社会科学基金项目,编号:18GLCO13。
关键词
新冠疫情
口腔
门诊
非现场诉求
COVID-19 epidemic
Stomatology
Outpatient
Off-site appeals
