Problems and countermeasures for swift response to public complaints in health field from the perspective of mega-city governance
10.3760/cma.j.cn111325-20240914-00804
- VernacularTitle:超大城市治理视角下卫生健康领域接诉即办存在问题与对策分析
- Author:
Lanting LYU
1
;
Ruike YOU
;
Qiuru HU
;
Zhi WANG
;
Yanan CHANG
Author Information
1. 中国人民大学人口与健康学院，北京 100872
- Publication Type:Journal Article
- Keywords:
Swift response to public complaints;
High-quality development;
Mega-city governance;
Patient participation;
Patient demands;
Medical service
- From:
Chinese Journal of Hospital Administration
2024;40(12):901-906
- CountryChina
- Language:Chinese
-
Abstract:
Swift response to public complaints is a mechanism reform and efficiency driven approach for grassroots social governance, which plays a pivotal role in urban management. This study took Beijing as an example to introduce the overall development process of swift response to public complaints and its development status in the medical and health service system. It was believed that the work of handling complaints is a reform and innovation to deepen grassroots governance in the capital and a vivid practice of implementing the patient-centered development concept in the medical and health service system. This study summarized the research progress related to swift response to public complaints. From the perspective of mega city governance, the existing problems in the work of handling complaints in health field were explored, including inconsistent implementation of policies, the need to improve supervision and evaluation mechanisms; The coexistence of obstacles to patient demands and ineffective complaints, and the impact on patient participation; Difficulties in cross institutional collaboration, and the need to improve the level of information construction. In response to these issues, it was proposed to further deepen institutional and mechanism reforms to ensure the effective implementation of policies; build a patient-centered healthcare service system that involves patient participation; promote cross institutional information sharing and improve the efficiency of handling appeals; standardize the classification and management of demands, promote the overall improvement of medical quality, so as to provide references for the continuous improvement of the work of handling complaints immediately and the enhancement of the medical and health service system in China′s mega cities.
