对出院病人电话回访的做法与效果

The Practice and Effect of Making Phone Call to Discharged Patient

目的全面真实了解病人对医院医疗护理等方面的意见、建议,提高满意度、复诊率及医护质量。方法组织专职护士通过电话对出院病人进行回访,征求病人及家属对医疗护理服务的意见及建议。结果共拨通电话10,853个,收集意见92条,经统计,病人反映较多的问题主要是治疗费用高、病房卫生差、静脉穿刺技术不高、医务人员服务态度差、沟通能力差、人性化服务不到位。结论建立出院病人电话回访制度,增加了医患双方的互动性,缩短与患者之间的距离,增加病人对医护人员的信任,提高了医院的经济效益和社会效益。

Objectives to find out overall patient s opinions and advice about medical treatment in order to raise higher patient satisfaction,further consultation rate and nursing quality.Method a nurse specialist conducted follow-up by telephone for patients and their families after discharge to collect opinions and suggestion about medical treatment nursing service.Results make 10853 phone calls andcollect 92 opinions;according to statistic,the main problems are about high medical treatment expenses,poor hygiene con...