目的 通过分析某儿童医院2016年和2017年两年政务热线投诉原因,为不断构建和谐医患关系提供借鉴依据.方法 回顾分析了某儿童医院2016年和2017年受理的2720例政务热线"12345"投诉工单,统计投诉发生的原因,并比较两年来诉求内容的变化情况.对两年的数据进行描述性分析.结果 2720例投诉中,医疗资源不足成为投诉的首要原因,占30.4％;医患沟通欠佳引起的投诉在门急诊和住院中均占据高位,分别占21.7％ 和20.0％;与2016年相比,2017年医疗资源不足和医疗行为引起的投诉分别上升了18.9和5.3个百分点,医患沟通问题引起的投诉下降了7.5个百分点.结论 为了减少医疗投诉的发生,应加大政策支持力度,改善医疗资源不足;加强医患沟通,重视人文关怀;完善医院投诉管理,提升服务质量;重视信访投诉的变化,提升患者体验等方面的建议.%Objective To analyze the complaints made at government hotlines against a children′s hospital in 2016 and 2017, and to provide reference for the continuous construction of harmonious doctor-patient relationship. Methods This study retrospectively analyzed 2720 cases of " 12345 " hotline complaints received by a children′s hospital in the years from 2016 to 2017. The causes for complaints were counted and the changes in the content of the appeals were compared. Data analysis was performed using statistical methods such as descriptive analysis and chi-square test. Results Lack of medical resources became the primary cause of complaints, accounting for 30. 4％ ; complaints caused by poor communication between doctors and patients were high in the emergency department and inpatient department, accounting for 21. 7％ and 20. 0％ respectively. Compared with 2016, medical treatment complaints in 2017 caused by insufficient resources and medical behavior increased by 18. 9％ and 5. 3％ , respectively, and complaints caused by doctor-patient communication problems decreased by 7. 5％ . Conclusions In order to reduce medical complaints, it is proposed to increase policy support, improve medical resources, strengthen communication between doctors and patients, pay attention to humanistic care, improve hospital quality management, improve patient experience, pay attention to changes in complaints and improve medical services.
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