摘要
目的从医疗卫生机构的特点出发探究三级公立医院舆情监测处置的对策建议。方法对宁夏某三甲医院2019—2021年舆情处置情况进行回顾性统计与分析,通过阐述该院舆情监测处置机制,对舆情信息载体、舆情信息内容、舆情处置结果进行分析,进而对舆情处置工作中的不足提出建议。结果建议提高舆情监测手段,提高医护人员职业道德,加强科室内部舆情分析研判,对投诉高发院区及科室进行针对性干预,完善处置机制。结论通过对舆情的统计、分析、甄别,为医院管理者提高舆情监测处置效率、提升患者满意度拓宽渠道。
Objective To explore countermeasures and suggestions for public opinion monitoring and disposal of tertiary public hospitals based on the characteristics of medical and health institutions.Methods Retrospective statistics and analysis were conducted on the public opinion disposal of a tertiary first-class hospital in Ningxia from 2019 to 2021.Through the public opinion monitoring and disposal mechanism of the hospital,the public opinion information carrier,public opinion information content and public opinion disposal results were analyzed,and then suggestions for the deficiency of public opinion management work were put forward.Results The suggestions include improving public opinion monitoring means and the professional ethics of medical staff,strengthening the department internal public opinion analysis,targeted intervention of the high incidence of complaints on campus and department,and improving the disposal mechanism.Conclusion The statistical analysis of public opinion screening can help hospital managers to improve the efficiency of public opinion monitoring and treatment and to improve patient satisfaction.
作者
马彦兰
马文汐
杨瑞
丁蕾
黑丽慧
冯和源
李娇娇
杨洁
张彦杰
MA Yanlan;MA Wenxi;YANG Rui;DING Lei;HEI Lihui;FENG Heyuan;LI Jiaojiao;YANG Jie;ZHANG Yanjie(People’s Hospital of Ningxia Hui Autonomous Region,Yinchuan 750002,China)
出处
《现代医院》
2022年第4期508-511,共4页
Modern Hospitals
基金
宁夏回族自治区重点研发项目(2019BEG03011)。
关键词
舆情监测
处置
公立医院
Public opinion monitoring
Disposition
Public hospital
