摘要
目的：了解《中华人民共和国精神卫生法》实施前后精神专科医院信访投诉的内容构成变化情况，提出相应处理对策，提高信访接待满意度和办结率，降低信访投诉量及重访率。方法采用回顾性研究，对收集的上海某三级精神专科医院在《中华人民共和国精神卫生法》实施前（2008年至2011年，共958例）与实施后（2013年5月1日至2014年4月30日，共418例）的信访接待资料共1376例，进行统计学比较分析。结果在《中华人民共和国精神卫生法》实施前后，医院投诉性信访所反映的主要内容仍然是服务态度问题，分别占39.67%、30.38%；投诉的部门重点是门诊部，分别占46.45%、49.28%；但投诉内容、部门以及主要原因构成比发生了较明显地变化。结论总结分析信访投诉内容构成变化的原因及影响因素，提出今后做好信访工作的对策和建议。
Objective To explore and compare the contents of complaint letters at psychiatric hospitals before and after the implementation of the Mental Health Law of the People’s Republic of China （MHLC）,figure out measures to improve the complaint satisfaction and settled rate,reduce the number of complaints and re-complaint rate.Methods 1376 complaint letters were compared and analyzed in this retrospective research for statistics analysis and comparison,covering 958 letters received before the implementation of MHLC （from 2008 to 201 1 ）and 418 letters received after the implementation of MHLC （from May 1st 2013 to April 30th 2014）.Results Most of the complaints focus on hospital staff attitude before and after the implementation of MHLC, accounting for 39.67% and 30.38%respectively.The complaints targeted mostly at the outpatient clinic 46.45% and 49.28% respectively. Significant changes are found with the contents,departments and main reasons of the complaint letters. Conclusion The causes and the influencing factors of such changes were analyzed,and measures to improve the complaint services at psychiatric hospitals were proposed.
出处
《中华医院管理杂志》
北大核心
2014年第10期784-788,共5页
Chinese Journal of Hospital Administration
关键词
精神卫生法
精神专科医院
投诉性信访
回顾性研究
Psychiatric hospital
Complaint letters
Retrospective study
Psychiatric hospital
Complaint letters
Retrospective study
