A Top Three Hospital Petition Reason Analysis And Countermeasures Research

As altering of economic system and continuously changing of modern society conception, more and more conflicts comes into our day to day living. Public letters and visits has already been the hotspot topic and received high attention from modern society, which can impact on society stabilization in a certain extent, and is the breakthrough point for all levels governments to provide satisfied service for public. Currently, the situation of letters and visits on public health is also austere. As the most important window of public health system, hospital has the most austere and severest problem on it. Aiming at the character of letters and visits to hospital, we must take pertinent measures to change the austere situation, which is closely connected to stable and healthy development of public health as well as sanitary system transformation.We can not deny that sanitary administration department has paid more and more attention on this issue, and it also becomes the very important content in sanitary administration work. On the other hand, relative administrators have more puzzles on this issue, for insistence, shortage of systematic study on it, how to classify and what is the fundamental reason, and which factors impact on it.With one comprehensive "Grade A tertiary care" hospital as the study object, this study has collected and analyzed recent three years' letters and visits on this hospital. According to the experiences from factual work, data materials, expert consultation and site visit, the investigators have classified constitutes and reasons of those letters and visits, and analyzed influence factors of these reasons for providing pertinent measures.Through the analysis of constitutes and reasons, the investigators have gotten conclusions as follows:Firstly, most of letters and visits focus on medical treatment quality, and then is service manner, as for management flow and charge, which is just a little bit part. Secondly, for the letters and visits on medical treatment quality, most of them are not the real mistakes of hospital. It is obvious that patient's dissatisfaction from other issues also can lead to dissatisfaction on medical treatment quality. Thirdly, for the letters and visits on service manner, most of reasons come from hospital, obviously, service manner is the very first problem needed to be resolved. Fourthly, most of patients have no dissatisfaction on management flow and charge, which means hospital has advantage and strength on this part; even most of complaints on charger are not the mistakes of hospital.After that, through particular discussion and visits, expert consultation and intention investigations, the investigators have researched influence factors on these letters and visits. The conclusions are as follows:Firstly, the first four influence factors from hospital are shortage of service consciousness, service mode alteration (too much out-patients, limitation of doctors' energy), less of staffs with bad virtue; management level (clinical departments have no strong execution competence , and administration departments have no pertinent management). Secondly, the first three influence factors from society are deviation direction of public opinion, incompleteness of current laws, incompleteness of medical insurance system. Thirdly, the first three influence factors from patients are over high expectation on medical treatment, distrust on medical staffs, reinforcement on rights protection and self-protection.Through the analysis of constitutes, reasons and influence factors, the investigators have offered related suggestions and countermeasures as follows:Firstly, we may have four breakthrough points as stressing on thinking at another angles, training of communication skills, taking pertinent rewards and punishment measures, and developing role models, which are beneficial to make progress on alteration of service consciousness. Secondly, we may improve hospital process, enhance execution competence, and develop performance management to cope with the alteration of medical service mode. Thirdly, for improving all-round development of staffs, we may reinforce propaganda and warning actions, and constitute virtue files for staffs.Besides, the investigators also have some suggestions for the influence factors from society and patients, mainly as follows: firstly, it is needed to reinforce communication competence with Medias, and establish the emergency management measures in advance for media affairs. Secondly, it is necessary to insist on developing of public welfare activities and protect hospital image. Thirdly, medical staffs need to build up service, responsibility and understanding consciousness, and actively unfold self-discipline movements.With these study outcomes, we have gained some effects on handling letters and visits on hospital, and also found that some particular problems still needed to be improved. All in all, systematic study on this issue is comparatively less, so these study outcomes may be useful for reference.