精神科患者出院回访满意度调查

Satisfaction survey of return visit for patients discharged from psychiatric department

目的:了解精神科患者出院回访调查满意度。方法:以电子信息化系统为平台研制一套回访软件,设置3名护士负责回访工作,以出院即时及离院后电话两种方式100%回访,并统计数据。结果:2012年1月至2014年12月共对10 126例次精神科患者出院做了回访,回访率100%,回访成功9 718例次,成功率95.97%。满意度2012年98.89%,2013年99.06%,2014年99.59%,平均满意度99.18%。表扬医务人员659人次。提出意见建议等不满意问题224条。医务人员服务态度问题136条。结论:通过出院回访,能够全面掌握患者对医院服务满意度,及时发现医疗、护理、服务等方面存在的问题,有利于提升服务水平,构建和谐医患关系。

Objective: To understand satisfaction of return visit for patients discharged from psychiatric department. Methods:A return visit software was developed using an electronic information system as the platform,and then 3 nurses were set up to be responsible for the return visit work. A 100% return visit was done by instant and telephone return visits,and the data were statistically analyzed. Results: During January 2012 to December 2014,a total of 10126 cases of psychiatric patients discharged from hospital were given the return visit with a return rate of 100%,in which,9718 cases were successful with a success rate of 95.97%. The satisfactions in 2012,2013 and 2014 were 98. 89%,99. 06%,and 99. 59%,respectively; and the average satisfaction was 99. 48%. 659 medial staffs were praised,224 unsatisfied problems including suggestions were put forward,and 136 medical staff service attitude problems were given. Conclusions: Through the return visit,we can fully grasp the patient satisfaction on hospital service,can timely find out the medical,nursing and service problems and the like,thus improving medical and nursing quality as well as improving service levels,and building a harmonious doctor-patient relationship.