Analysis And Suggestion Research On The Complaints And Reports Of Health Inspection In Yixing From 2014 To 2016

The investigation and handling of complaints and reported cases is an important job responsibility of health supervision.In the form of an important passive supervision,the Health Supervision Complaint Report fully exerts the role of social supervision,not only provides the health supervision institutions with reliable clues of illegal activities,but also makes up for the shortage of regulatory resources,and also serves as an important external window for health supervision.It reflects the spirit of law enforcement for the people and serving the society.With the rapid development of the social economy,the general public’s demand for health is increasing,awareness of rights protection is strengthening,and the channels for complaints and reports are more diverse and convenient.The investigation and handling of complaints and reports is important for promoting the implementation of comprehensive health supervision and administrative law enforcement.Health Supervision Institute of Yixing is responsible for the public health and safety of the whole city,undertaking the work of receiving,investigating,feedback and emergency investigation and handling of public health and safety incidents.Since its establishment,the Complaints Reporting Center has been set up to handle complaints and reports.In the face of increased difficulty in handling complaints and investigations,the masses and higher-level administrative departments have raised the requirements for health supervision work,and sorted out and discussed complaints and reports,which helps to grasp the distribution of complaints and reports at different times,spaces and professions.Start the preventive supervision means to provide reference,and at the same time,through the analysis of typical cases,find out the problems existing in the work,raise the efficiency and quality of work,propose better targeted supervision measures,better protect the health rights and interests of the people,and establish the health supervision department.A good social image has a positive meaning.[Object] Through the analysis of the complaints and reports of the Yixing City Health Supervision Institute from 2014 to 2016,understand the basic situation of the complaints and reports of the health supervision of Yixing City,and grasp the general rules and distribution characteristics of complaints and reports.Combined with typical case analysis,find out the problems in the process of accepting and handling the complaints and reports of health supervision complaints,and put forward targeted supervision measures to improve work efficiency and quality.[Methods] Using Excel2013 to establish a database of 610 complaints and reported cases from Yixing City Health Supervision Institute from 2014 to 2016.According to the data and data distribution types,use statistical indicators such as percentage,composition ratio and distribution,and use charts to analyze the source of complaints and reports,professional classification,main content,processing results,problems,etc.[Results] 1.Distribution of complaints and reports of health supervision in Yixing City from 2014 to 2016.In 2014,2015 and 2016,Yixing City Health Supervision Office accepted 299,245 and 66 complaints and reports,respectively,for a total of 610 cases.The number of complaints and reports has decreased year by year.In 2016,the number of complaints decreased by 179 compared with 2015,a decrease of more than 70%;Calls are the most numerous complaint reporting methods,with a total of 537 in three years,accounting for 88.1%.The 12345 government public service hotline in Yixing City has the largest number of complaints and complaints,accounting for 64.8% of the total number of complaints and complaints;The average number of complaints and reports received by Yixing City in 2014,2015 and 2016 was 24.9,20.4 and 5.5 respectively.The number of complaints is the highest in July each year,and the least in February.Summer is the peak of complaints and reports in catering services and public places.Before the Spring Festival,it is the low point of medical and health complaints and reports;In 2014 and 2015,the most professional complaints were catering services,accounting for 65.2% and 63.3% of the total.Health care ranked second,accounting for 23.4% and 29.4% of the total,respectively.In 2016,due to the adjustment of supervision functions,medical and health became the profession with the largest number of complaints and reports,and the health of public places ranked second,accounting for 80.3% and 18.2% of the total number of the year;The main reasons for complaints and reports on catering services,public places,and medical and health services are unlicensed operation,swimming pool water quality problems,and unlicensed medical practice.2.Investigation and handling of complaints and reports of health supervision in Yixing City from 2014 to 2016.Of the 610 complaints and complaints received and completed in 2014-2016,312 were verified in whole or in part,with a detection rate of 51.1%;64 reports were false,accounting for 10.5%,and the false report increased from 6.7% in 2014 to 11.0% in 2015 and 25.8% in 2016;After the investigation,63 cases were found to be handled by other departments or transferred to the public security organs for more than 3 times due to unlicensed medical treatment,accounting for 10.3%,and 171 cases could not be verified,confirmed or negotiated,accounting for 28.1%.In 610 cases,435 complaints were reported for real names,accounting for 71.3%,and 175 for anonymous complaints,accounting for 28.7%.The anonymous complaint report increased from 16.1% in 2014 to 40.4% in 2015 and 42.4% in 2016.The growth trend is obvious.Of the 312 complaints reported in full or in part,83 were filed,24 were banned,137 were rectified,11 were bad practice,42 were transferred to other departments,and 15 were other.3.Analysis of major typical cases.The unlicensed medical cases that repeatedly complained,violently resisted the law and were finally investigated and dealt with,reflected the difficulty in obtaining evidence when the complaint was reported and investigated,and the necessity of formulating a plan for responding to emergencies;A petition case with strong reaction from the parties who did not respond after the investigation reflected the importance of legality and standardization in the process of supervision of the supervisor;The report of a professional whistleblower for four years reflects the urgency of raising the level of supervisors in order to meet the higher requirements of professional reporting for law enforcement.4.Human resources situation of Yixing Health Supervision Office engaged in complaints and reports.There are 38 health supervisors in Yixing,who engaged in handling and investigating complaints and reports,by the end of 2016.Among these health supervisors,the bachelor’s degree is the highest,accounting for 63.2%;the technical secondary school,high school education is second,accounting for 18.4%;the graduate student ratio is the lowest,5.2%;The public health professional has the largest number of health supervisors,accounting for more than 76.3% of the total,and the proportion of other professions is less than 10%;The proportion of senior,intermediate,junior and non-professional health supervisors is 5.2%,50.0%,39.5%,and 5.2%,respectively;Health supervisors aged 20 to 30,31 to 50,and 51 to 60 years old accounted for 2.6%,63.2%,and 34.2%,respectively.[Conclusions] 1.After the catering service health function was drawn from the health department,the number of complaints and reports showed a downward trend.The preferred method of reporting complaints is by phone.The number of complaint reports shows seasonal characteristics of summer peaks and winter valleys.The professional categories of complaints and reports are catering services,medical and health,and public places.The main reasons for complaints and reports are unlicensed operation,unlicensed medical practice and swimming pool water quality.2.The rate of investigation of complaints and reported cases is not high.Anonymous reports and reports do not have a growing trend,increasing the workload,difficulty and pressure of complaints and reports.In all or part of the investigation and reporting cases,the investigation and punishment rate is low,and the proportion of rectification is high.The main purpose of the treatment is to correct and terminate the illegal activities.3.Three typical cases reflect the difficulty of obtaining evidence when investigating and reporting a complaint,and the necessity of formulating a plan for responding to emergencies.It is important for the supervisor to enforce the law and regulate the law enforcement process.In order to meet the higher requirements of professional reporting for law enforcement work,the supervisor team is urgency to raise the level.4.The total number of personnel in the human resources of the Health Supervision Institute is insufficient,the age is aging,the proportion of professional titles is unreasonable,and the professional structure is single.The optimization and integration of human resources is needed.