Analysis and suggestions on petition status of Fangcang and designated hospitals during COVID-19 epidemic

doi:10.16150/j.1671-2870.2022.02.011

Abstract

Abstract:

Objective: The petition letters of the National Exhibition and Convention Center (NECC) Fangcang Hospital, Jiahe Xinyuan Hotel (Jiahe) Fangcang Hospital and designated Ruijin Hospital of North Branch (designated Hospital) were analyzed, and the discussion was focused on how to optimize the operation process, improve the quality of medical service, optimize the doctor-patient relationship and other measures through the feedback of petition data after the hospitals were built in a very short time. Methods: The petition letters from two Fangcang hospitals and one designated hospital were retrospectively analyzed, and the source channels, types and trends of petition letters were analyzed at multiple levels, as well as the specific problems involved. The results and suggestions were summarized by combining qualitative and quantitative methods. Results: Ouring March 14 adn May 4, the two makeshift hospitals and one designated hospital had received a total of 1 155 letters, mainly from the "12345" hotline (88.86%). 759 (65.72%), 25 (2.16%) and 371 (32.12%) were respectively received from the NECC Fangcang Hospital, Jiahe Fangcang Hospital and designated Hospital. The number of requests for help accounted for 67.85%, 68.00% and 70.08% respectively in the three hospitals, and the other types of petition letters were consultation, complaint and suggestion. Requests for help and advice were frequently asked such as isolation policies, virus RNA PCR testing, critical care and emergency transport, and logistics. Conclusions: During the epidemic, the problems of letters and visits in the shelter focuse on the various actual needs and difficulties faced by patients in the shelter hospital, suggesting that the managers and operators of the shelter hospital should prepare for such needs and problems. Analyzing the contents of letters and visits can feed back and optimize the operation process and medical services of the shelter hospitals.

Key words: petition letter, fangcang shelter hospital, designated hospital for COVID-19, medical service

CLC Number:

R181.8

ZHANG Feng, YANG Jing, YAN Yue, CHEN Weihong, CAI Zhengyu, LIU Xiying, CHENG Jie, WAN Jin, XI Jing, YANG Zhitao, QIU Liping, CHEN Erzhen. Analysis and suggestions on petition status of Fangcang and designated hospitals during COVID-19 epidemic[J]. Journal of Diagnostics Concepts & Practice, 2022, 21(02): 160-164.

Figures/Tables 5

References 9

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来源	国展中心方舱	嘉荷公寓方舱	瑞北定点医院	总计
国家信访系统及国网	34（4.48）	2（8.00）	6（1.62）	42（3.64）
“12345”热线	673（88.67）	19（76.00）	332（89.49）	1 024（88.66）
瑞金热线及其他	52（6.85）	4（16.00）	33（8.89）	89（7.70）
总数及占比	759（65.72）	25（2.16）	371（32.12）	1 155（100）

类型	国展中心方舱	嘉荷公寓方舱	定点医院	合计
投诉	29（3.82）	2（8.00）	12（3.23）	43（3.72）
咨询	194（25.56）	5（20.00）	87（23.45）	286（24.76）
求助	515（67.85）	19（68.00）	260（70.08）	794（68.74）
建议	21（2.77）	1（4.00）	12（3.24）	34（2.94）
总计	759（65.72）	25（2.16）	371（32.12）	1 155（100）

反映问题	国展中心方舱	嘉荷公寓方舱	瑞北定点医院	合计
医疗因素	170（22.40）	2（8.00）	136（36.66）	308（26.67）
后勤因素	55（7.25）	14（56.00）	71（19.14）	140（12.12）
隔离政策	302（39.79）	3（12.00）	106（28.57）	411（35.58）
核酸检测	200（26.35）	5（20.00）	40（10.78）	245（21.21）
其他因素	32（4.21）	1（4.00）	18（4.85）	51（4.42）
总计	759（65.72）	25（2.16）	371（32.12）	1 155（100）