优化出院病人电话随访服务的效果分析

Observation on Effect of Optimizing the Telephone Follow-up Service of Discharged Patients

目的不断完善出院病人电话随访服务,提高随访信息的真实性,提高医院信誉度,使医院门诊量、病人复诊率、满意度提高。方法通过随访员自身优化及随访服务的优化,提高随访质量。结果优化了随访服务,门诊就诊人次与去年同比增加;出院病人复诊率与去年同比增加;医院满意度提高。结论对出院病人电话随访服务的完善,效果明显。解病人真实反映,不断发现医院的不足,持续改进,扩大医院市场。

Objective To constantly improve the telephone follow-up service of discharged patients, improve the authentici-ty of follow-up information and hospital creditworthiness and improve the outpatient amount, recurrence rate and satisfactory degree of the hospitals. Methods The follow-up quality is improved by optimizing the visitors and follow-up service. Re-sults The follow-up service was optimized, and the clinic visitors had a year-on-year increase compared with those last year, the recurrence rate of discharged patients had a year-on-year increase compared with those last year, and the hospital satisfactory degree was improved. Conclusion We should know the true reflection of patients, constantly find out the short-comings of hospitals, and continuously improve and expand the hospital market by improving the telephone follow-up ser-vice of discharged patients.