2018年～2021年传染病定点医院投诉变化分析

对某传染病定点医院2018年～2021年医院投诉进行识别、提取，对其变化趋势、方式、来源、内容进行分析。2018年～2021年投诉数量呈V型变化，投诉来源以卫生健康委员会最多，投诉方式由电话和现场投诉为主向电话投诉转变。投诉内容中工作流程问题一直居于首位，其次是权利尊重问题、医疗安全问题。根据变化趋势，应加强传染病定点医院平战结合的准备工作、加快建立信息化和科技化工作流程、健全医院突发公共卫生事件防控体系和处置机制、提升医院舆情应对能力。

Variation and Analysis of Complaints from Designated Hospitals of Infectious Diseases from 2018-2021

The hospital complaints of a designated infectious disease hospital from January 2018 to December 2021 were identified, extracted, their trends, modes, sources and contents were analyzed. From 2018 to 2021, the number of complaints showed a V-shaped variation. The largest source of complaints was the Health Commission, and the complaint method shifted from telephone and on-site complaints to telephone complaints. Workflow issues have always ranked first among complaints, followed by rights respect and medical safety issues. According to the changing trend, it is necessary to strengthen the preparation work for the combination of peacetime and wartime in designated hospitals for infectious diseases, accelerate the establishment of information technology work processes, improve the prevention and control system and handling mechanism for public health emergencies in hospitals, and enhance the hospital's ability to respond to public opinion.