Analysis on the operation effect of China’s drug complaints and reporting system

LIU Yang; JIANG Haihong; YUAN Xin

doi:10.6039/j.issn.1001-0408.2025.14.02

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Analysis on the operation effect of China’s drug complaints and reporting system

更新时间：2025-07-25

- Analysis on the operation effect of China’s drug complaints and reporting system
- ZHONGGUO YAOFANG Vol. 36, Issue 14, Pages: 1697-1702(2025)
- 作者机构：
  
  1.上海健康医学院医疗器械学院，上海　201318
  2.上海健康医学院医疗器械政策研究与安全评价中心，上海　201318
- 作者简介：
- 基金信息：
- DOI：10.6039/j.issn.1001-0408.2025.14.02
  CLC： R951
- Received：06 January 2025，
  
  Revised：27 June 2025，
  
  Accepted：27 June 2025，
  
  Published：30 July 2025
- 稿件说明：
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刘洋,蒋海洪,袁鑫.我国药品投诉举报制度运行成效分析 ^Δ[J].中国药房,2025,36(14):1697-1702.

LIU Yang,JIANG Haihong,YUAN Xin.Analysis on the operation effect of China’s drug complaints and reporting system[J].ZHONGGUO YAOFANG,2025,36(14):1697-1702.
刘洋,蒋海洪,袁鑫.我国药品投诉举报制度运行成效分析 ^Δ[J].中国药房,2025,36(14):1697-1702. DOI： 10.6039/j.issn.1001-0408.2025.14.02.

LIU Yang,JIANG Haihong,YUAN Xin.Analysis on the operation effect of China’s drug complaints and reporting system[J].ZHONGGUO YAOFANG,2025,36(14):1697-1702. DOI： 10.6039/j.issn.1001-0408.2025.14.02.

摘要

目的

评估我国药品投诉举报制度的运行成效，为完善药品监管制度、提升国家药品科学监管能力提出建议。

方法

收集2012－2023年药品监管统计数据和2023－2024年全国12315消费投诉信息公示平台中各省份及7家药品网络销售第三方平台的投诉数据，从公众参与度、公众满意度、案件处理效率与处理质量、社会效果和风险预警能力等维度分析药品投诉举报制度的运行成效。

结果

2012－2019年，药品投诉举报受理量波动较大，药品投诉举报立案数整体呈现下降趋势，但公众满意度较高，结案率持续提高。2023－2024年，药品投诉件数居前5位的省份分别为广东、河南、浙江、山东和上海；网络平台中的药品投诉主要涉及拼多多、京东商城和淘宝平台销售的中西成药、中成药和中药材等，投诉问题集中于药品质量和售后服务，不同网络平台药品投诉案件调解协议的达成比例存在明显差异。2021－2024年，药监部门通过投诉举报线索查处网络销售违规典型案件11件。

结论

我国药品投诉举报制度运行平稳，建议进一步利用12315消费投诉信息公示平台数据强化重点地区和网络平台的监测，督促企业落实主体责任，以提升药品质量安全水平，保障公众用药安全。

Abstract

OBJECTIVE

To evaluate the operation effect of the drug complaints and reporting system in China， and put forward the suggestions for improving the drug supervision system and enhancing the national drug scientific supervision capacity.

METHODS

The statistical data of drug supervision from 2012 to 2023 and the complaint data of various provinces and 7 third-party platforms of drug online sales from National 12315 Consumer Complaint Information Disclosure Platform from 2023 to 2024 were collected. The operation effect of drug complaints and reporting system was analyzed from the dimensions of public participation， public satisfaction， case handling efficiency and quality， social effect and risk early warning ability.

RESULTS

From 2012 to 2019， the acceptance of drug complaints and reporting fluctuated greatly， and the number of drug complaints and reporting cases showed a downward trend as a whole， but the public satisfaction was high and the closure rate continued to increase. From 2023 to 2024， the top five provinces in terms of the number of drug complaints were Guangdong， Henan， Zhejiang， Shandong and Shanghai. Drug complaints in the online platform mainly involved Chinese and Western medicines， traditional Chinese medicines and Chinese herbal medicines sold on the network platforms of Pinduoduo， Jingdong and Taobao. The complaints focused on quality and after-sales service， and there were significant differences in the proportion of mediation agreements in drug complaint cases. From 2021 to 2024， the drug regulatory authorities investigated and dealt with 11 typical cases of online sales violations through complaint and reporting clues.

CONCLUSIONS

The drug complaints and reporting system in China runs smoothly. It is suggested to further use the data of National 12315 Consumer Complaint Information Disclosure Platform to strengthen the monitoring of key areas and network platforms， and urge enterprises to implement the main responsibility， so as to improve the quality and safety of drugs and ensure the safety of public medication.

关键词

Keywords

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