Abstract: Objective　To analyze the letters and calls concerning community health services in Beijing's Chaoyang District，and based on this，to put forward solutions.Methods　We collected three types of letters and calls（complaints，tip-offs and suggestions） concerning community health services delivered by 38 community health centers（CHCs） in Chaoyang District，from the Information Management Platform for Letters and Calls of Health Services，Center for Letters and Calls on Health Service in Chaoyang District，during 2014 to 2016，and analyzed the correlations of the total annual amount of letters and calls with the total annual workload，annual workload per capita，and annual healthcare cost per capita.Results　Totaled 1 539 letters and calls were included，including 380 in 2014，553 in 2015 and 606 in 2016，with an annual growth rate of 26.28%.They were mostly concerned with drug issues 〔21.77%（335/1 539）〕，hospital management 〔20.08%（309/1 539）〕，and preventive healthcare 〔17.93%（267/1 539）〕.Both total annual workload and annual workload per capita were positively correlated with total annual amount of letters and calls，annual amount of letters and calls concerning hospital management，service attitude，healthcare quality，and medical ethics，respectively （P<0.05）.Conclusion　During 2014 to 2016，the amount of letters and calls for community health services in Chaoyang District increased year by year.Drug issues，hospital management and preventive healthcare were the top three concerns.In view of this，we propose the following suggestions：the CHCs should improve their levels of self-management；the government should appropriately increase the number of workforce of the CHCs，develop and improve health policies，laws and regulations，better the performance appraisal mechanism and establish a risk prevention mechanism for letters and calls.

Key words: Community health services, Medical disputes, Cause, Countermeasure

摘要： 目的　探讨朝阳区社区卫生服务机构的信访原因与对策。方法　对2014—2016年朝阳区卫生信访服务中心“卫生信访信息管理平台”记录的社区卫生服务机构投诉、举报、建议3类信访件进行分析。分析38家社区卫生服务中心信访量与诊疗人次总工作量、人均工作量、次均诊疗费用的相关性。结果　共接收信访件1 539件，2014、2015、2016年每年信访量分别为380、553、606件，信访量年均增长率为26.28%。其中反映最多的三类主要问题分别为药品问题〔21.77%（335/1 539）〕、医院管理〔20.08%（309/1 539）〕和预防保健〔17.93%（267/1 539）〕。信访总量、医院管理信访量、服务态度信访量、医疗质量信访量、医德医风信访量与诊疗人次总工作量、人均工作量呈正相关（P<0.05）。结论　朝阳区社区卫生服务机构信访量逐年增加，药品问题、医院管理和预防保健是三类主要信访问题。机构应提高自身管理水平；政府应增加社区卫生服务机构人力资源投入，制定并完善卫生政策与法规，改善绩效考核机制，建立信访风险防范机制。

关键词: 社区卫生服务, 卫生信访, 原因, 对策