2020 年度医院管理创新研究立项重点课题（JSYGY-2-2020-705）
对某三甲公立医院2010年—2019年医院信访情况进行回顾性统计与分析。研究表明新时期医院信访工作呈现内容复杂化和多样化、投诉重点以服务质量和服务态度为主、不实投诉数量激增的变化趋势。建议从推进分级诊疗制度建设，树立服务意识，建立多渠道信访机制，强化闭环管理流程，重视网络舆情等五个方面优化医院信访工作。
This paper makes a retrospective statistics and Analysis on the petition situation ofina CertainGrade-A Tertiary public Hospital from 2010 to 2019.The research shows that hospital petition work is complicated and diversified，the focus is mainly on service quality and service attitude，and the number of false complaints is increasing rapidly. It is suggested to promote the construction of hierarchical diagnosis and treatment system，establish a sense of service，establish a multi-channel petition mechanism，strengthen the closed-loop management process，and attach importance to network public opinion to optimize the hospital petition work.