Practice of swift response to public complaints drives high-quality development in a public hospital
10.3760/cma.j.cn111325-20240915-00805
- VernacularTitle:接诉即办推动某公立医院高质量发展的实践
- Author:
Zhiyong PAN
1
;
Dexuan WANG
;
Bingshui HU
;
Lanting LYU
;
Xuan WU
Author Information
1. 中国医学科学院北京协和医院门诊部，北京 100730
- Publication Type:Journal Article
- Keywords:
Swift response to public complaints;
Public hospitals;
High-quality development;
Hospital management;
Medical service
- From:
Chinese Journal of Hospital Administration
2024;40(12):913-916
- CountryChina
- Language:Chinese
-
Abstract:
Swift response to public complaints is an important measure for improving grassroots governance and responding quickly to public demands. It is a vivid practice of public hospitals practicing the people-centered development concept.In 2019, a tertiary public hospital in Beijing had launched the swift response to public complaints work. In 2022, the hospital further improved the work mechanism, formulated relevant regulations within the hospital, established a special team for handling complaints immediately, and focused on the main problems reflected in the 12345 citizen service hotline work order with a problem oriented approach. A series of optimization measures had been taken, including improving the diagnosis and treatment process to meet medical needs, expand patient appeal channels and efficiently drain and resolve appeals, as well as strengthen information technology construction and innovate service models. From July 2022 to March 2024, the response rate, resolution rate, and satisfaction rate of the work orders undertaken by the hospital were all 100.00%, with a significant increase compared to 99.70%, 86.94%, and 87.44% in January June 2022. This practice had improved the hospital′s diagnosis and treatment system and medical process, enhanced the patient′s medical experience, promoted the high-quality development of the hospital, and could provide references for other hospitals to carry out the work of swift response to public complaints.
