“十三五”南京市医学科技发展资金重大项目（ZDX16018）
目的：通过分析新冠疫情期间，某儿童专科医院政务热线诉求中反映的问题，提出针对性的整改措施，提高医院服务质量。方法：将2020年2-4月某儿童专科医院收到的330条政务热线诉求，与2019年同期收到的427条政务热线诉求进行对比分析，探寻新冠疫情期间患者诉求的变化情况。结果：2020年2-4月政务热线诉求的发生率（1.3‰）及工单发生原因，与2019同期相比，工单发生率（0.61‰）及工单发生原因不同（P < 0.01）。结论：受新冠疫情影响，医疗机构的防控措施，直接影响了患者的就医体验，导致了患者诉求的变化。医疗机构应通过制度优化、政策宣传、沟通培训等措施提升卫生应急能力，优化患者就医体验。
Objective：Through analyzing the problems reflected in the appeals of a certain children's specialty hospital’s government affairs hotline during the COVID-19 epidemic，propose targeted rectification measures to improve the quality of hospital services. Methods：Compare and analyze the 330 government hotline requests received by a children's specialist hospital from February to April 2020 with the 427 government hotline requests received in the same period in 2019 to explore the changes in patient requests during the COVID-19 epidemic. Results：From February to April 2020，the incidence of government hotline requests（1.3‰）and the cause of work orders were different from those in the same period in 2019（0.61‰）and the cause of work orders（P < 0.01）. Conclusion：Affected by the COVID-19 epidemic，the prevention and control measures of medical institutions have directly affected patients’ medical experience，leading to changes in patient appeals. Medical institutions should improve their health emergency response capabilities through measures such as system optimization，Policy advocacy，Communication training，So as to optimize the patient experience.