海南医疗系统提升12345等便民热线服务水平

Core Viewpoint - The Hainan Provincial Health Commission is enhancing the service quality of the 12345 hotline to address public medical needs more effectively, ensuring that patient complaints and inquiries are handled promptly and efficiently [2][4]. Group 1: Service Improvement Measures - The establishment of a Medical Service Supervision Group at the Provincial People's Hospital aims to address patient inquiries and complaints directly, implementing a "first contact responsibility" system to ensure accountability [3][4]. - The hotline operates 24/7, and a new complaint management method was introduced, which includes clear processing norms and timelines, linking performance assessments to the handling of complaints [3][5]. - The number of complaints decreased from 966 to 649 between March and June, reflecting a monthly decline rate of 12.35%, with a 15.40% decrease in complaints through the 12345 platform [3][5]. Group 2: Systematic Changes and Future Plans - The Provincial Health Commission is pushing for a comprehensive optimization of medical service processes across the province, focusing on improving the quality of healthcare services and transforming the industry’s work ethic [4][5]. - The commission plans to enhance the capabilities of hotline staff and improve the quality management of the complaint handling process, integrating data analytics and AI to proactively address common issues [5].