Analysis of appeal orders in health field based on the 12345 citizen service hotline of Beijing
10.3760/cma.j.cn111325-20240914-00803
- VernacularTitle:基于北京市12345市民服务热线的卫生健康领域诉求工单分析
- Author:
Haiqi LIU
1
;
Zhi WANG
;
Lanting LYU
;
Kaibin WANG
;
Xiang ZHOU
Author Information
1. 中国人民大学卫生技术评估与医药政策研究中心，北京 100872
- Publication Type:Journal Article
- Keywords:
Swift response to public complaints;
Health;
Tertiary public hospitals;
High-quality development;
Modernized governance
- From:
Chinese Journal of Hospital Administration
2024;40(12):907-912
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To analyze the health system appeal orders from Beijing 12345 citizen service hotline, for references for further promoting the efficient implementation of swift response to publis complaints in Beijing.Methods:12345 citizen service hotline orders received by Beijing health system from 2021 to 2023 were collected. The spatial and temporal distribution of orders and its appeal text were analyzed. Unit root test and cointegration test were used to determine the correlation between the number of effective appeal orders and the number of notifable disease cases in Beijing. Pearson correlation analysis was used to analyze the correlation between the number of effective appeal orders received by tertiary hospitals and their medical service volume.Results:From 2021 to 2023, there were 252.6 thousand valid orders with an increasing trend year by year; There was a time series correlation( P<0.001) between the number of orders and the number of notifable disease cases. There were 231.8 thousand effective appeal orders for tertiary hospitals, which were densely distributed in Xicheng District, and their quantity was positively correlated with the medical service volume of tertiary hospitals( P<0.001). The most common type of work order was medical service management(215.5 thousand items), and the number of orders related to patient experience and performance evaluation of tertiary hospitals had been increasing year by year. Conclusions:The number of work orders in the health system from the 12345 citizen service hotline in Beijing had been increasing year by year, and the number of orders were effected by the volume of public health emergencies and medical services provided by tertiary hospitals; The classification of demands in existing work orders was not detailed enough. It was recommended to strengthen departmental linkage, establish early warning and response mechanisms, formulate refined classification standards for orders, and accurately assess potential demands. Moreover, it was necessary to focus on the patient, move the gate of " Handling Complaints Immediately" forward, truly realize the handling complaints before they are filed and proactive governance, and promote high-quality development of health field.
