电话回访结果分析出院患者服务满意度

Analysis of Service Satisfaction of Discharged Patients by Telephone Return Visit

目的探讨电话回访结果在分析我院出院患者服务满意度中的应用效果。方法选择我院2017年1月-2018年12月出院的具有随访条件的患者中随机抽取53196例作为研究对象,采用电话回访方式在出院后10~15天对患者及家属进行回访,分析我院出院患者服务满意度。结果本次53196例患者中接听电话52785例,实际回访成功例数为51976例,回访成功率为97.71%;经过电话回访统计,2018年的服务满意度评分中医疗技术得分为(4.78±0.15)分,服务态度得分为(4.24±0.13)分,护理质量得分为(4.21±0.18)分,后勤保障得分为(4.42±0.11)分,人文关怀得分为(4.21±0.11)分,医德医风得分为(4.94±0.04)分,收费服务得分为(4.18±0.27)分;2018年我院出院患者服务满意度各维度评分均显著高于2017年(P<0.05)。结论电话回访可帮助医务工作者更真实、准确的了解患者及家属对医院服务的满意度及意见和建议,对提升我院服务质量和整体竞争力具有重要意义。

Objective To explore the application effect of telephone return visit result in analyzing the service satisfaction of discharged patients in our hospital.Methods 53196 patients with followup conditions discharged from our hospital from January 2017 to December 2018 were randomly selected as the research object.The patients and their families were interviewed 10~15 days after discharging by telephone,and the service satisfaction of discharged patients in our hospital was analyzed.Results Among the 53196 patients,52785 received telephone calls,and the actual number of successful return visits was 51976,with a success rate of 97.71%.Through telephone pays a return visit statistics,medical technology in the service satisfaction rating of 2018 score(4.78±0.15)points,service attitude score(4.24±0.13)points,nursing quality score for(4.21±0.18),logistics score(4.42±0.11)points,humanistic care for(4.21±0.11)points,for(4.94±0.04)points of medical ethics,fee for(4.18±0.27)points;The service satisfaction scores of discharged patients in our hospital in all dimensions in 2018 were significantly higher than those in 2017(P<0.05).Conclusion Telephone return visits can help medical workers to know more truthfully and accurately the satisfaction and opinions and suggestions of patients and their families to hospital services,which is of great significance to improve the service quality and overall competitiveness of our hospital.