Analysis And Countermeasure Research Of The Public Health Complaint And Accusation Of Dezhou From2009-2011

Research background:With the rapid development of society and economy, the masses have paid great attention tosanitation issues, such as medical service issues and food safety issues, which are closely linked to the immediate interests of the public. Those issues, if not being coordinated properly, will cause intensified social contradictions and social conflict. Therefore, it is very important and necessary for the supervision department to strengthen communication with the public, and learn about and handle the sanitationproblems brought up by the masses promptly.In recent years, people’s health awareness is enhancing gradually and so does their right-protection awareness and self-protection awareness. More and more complaints related to sanitary problems have been reported. However, there are currently no corresponding state-level administrative measures. Identifying the problems concerning health complaints process and exploring appropriate measures can help improve the management of health complaints. In addition, it helps supervision department to master the regularities of the distribution of complaints reports of different time and scope. Purpose of the Research:1.From2009to2011, the ways citizens took to make accusations or lodge complaints, the source of the accusations and complaints and how these changed during the three years.2.From2009to2011, the fields (industries) in which those cases of complaints and accusations emerged, the cause of those cases, and the changes in the fields and causes during the three years.3.From2009to2011, the investigation results and handling of the cases of complaints and accusations, etc; the changes of the investigation results and handling during the three years.4.Finding the existing problems and putting forward relevant countermeasure and suggestion according to the analysis results.Materials and Methods:The documents and replies of the profile of accusations, registration form of complaint acceptation, the investigation and handling of those cases registered, accepted and archived by Health Supervision Institute of Dezhou sanitary bureau from2009-2011were retrospectively read, analyzed and summarized. The materials were systemized, classified and analyzed according to the source and means, professional classifications, main content, handling and existing problems of the accusations and complaints. Distribution, percentage and constituent ratio were adopted as statistical index.Main Results:(1)The number of accusation cases have increased year by year from2009to2011, the proportion of accusation cases in accusation and complaint cases is39.34%,61.7%, and74.67%; the number of complaint cases have decreased year by year from2009to2011, he proportion of complaint cases is60.66%,38.3%, and25.33%.(2) Calling was the most popular way to submit accusation and complaint cases.(3)In2009and2010, most case were directly handled by municipal institute. In2011, citizen hotline became the main source of cases.(4) The fields of complaints and accusation mainly concentrated in food hygiene and medical service.(5) The causes of those cases were primarily "Postprandial discomfort" and "unlicensed medical work."(6)97.3%of the complaint cases were verified.84.4%of the accusation cases were verified.(7) The penalty rate of those cases over the three years is68.52%,81.4%and82.1%, which is on rise year by year.Conclusion and Suggestions:Conclusions:telephone is the primary means of making accusations and lodging complaints; the hotline of "12345" has provided the citizens with new channel to make accusations and lodge complaints; the cases of food hygiene were mostly in the form of complaint, while the cases of medical service were mostly in the form of accusation; the causes of those cases were primarily "Postprandial discomfort" and "unlicensed medical work"; the ratio of unverified cases to all cases still remained to drop; reduplicative report existed; obvious seasonal characteristic can be noticed.Suggestions:widening channels for making accusations and lodging complaints; waging special actions; medical service as the focus of sanitary complaints; making greater efforts to investigate and handle accusations and complaints; standardizing the process and increasing efficiency of handling of accusation and complaint cases.