电话随访出院患者满意度调查实践分析

A Practical Analysis on the Satisfaction Survey of Patients Discharged by Telephone

目的通过电话随访了解出院患者满意度,针对出院患者意见、建议改进医疗服务质量。方法随机抽取2019年1—12月在本院出院的患者或参与患者住院各个环节的亲友进行电话随访,自行设计调查内容,了解出院患者对医护技术水平、服务态度、服务质量、医德医风的评价及意见建议等满意度。结果2019年第一季度共出院18090人次,电话随机抽样1767人次,有效问卷1653份。出院受访者对医院的平均满意度为89.0%,其中手术室服务质量满意度最高,达96.0%;第二季度共出院19978人次,电话随机抽样2632人次,有效问卷2559人次,出院受访者对医院的平均满意度为90.9%;其中手术室服务质量满意度最高,达94.0%;第三季度共出院21366人次,电话随机抽样2642人次,剩余有效问卷2211份,出院受访者对医院的平均满意度为89.4%;其中手术室服务质量满意度最高,达93.9%;第四季度共出院20229人次,电话随机抽样2269人次,剩余有效问卷1694份,出院受访者对医院的平均满意度为89.4%;其中手术室服务质量满意度最高,达93.6%。收集出院患者批评信息3530条,其中医护人员态度差占19.8%,检查等待时间长占17.6%,静脉穿刺技术差占15.6%。结论电话随访能够获得出院患者接受医疗服务的真实感受,应结合患者建议积极改进医院管理水平及服务质量,提高患者满意度。

Objective To understand the satisfaction of discharged patients by telephone follow-up,and to improve the quality of medical service according to the opinions of discharged patients.Methods Randomly select patients discharged from the hospital from January 2019 to December 2019 or relatives and friends participating in all aspects of the patient's hospitalization for telephone follow-up,design the survey content by themselves,and understand the satisfaction of discharged patients with medical technology level,service attitude,service quality,medical ethics evaluation and suggestions.Results In the first quarter of 2019,a total of 18090 people were discharged,1767 people were randomly sampled by telephone,and 1653 valid questionnaires were sent.The average satisfaction rate of the discharged respondents to the hospital was 89.0%,of which the satisfaction rate of the operating room service quality was the highest(96.0%);in the second quarter,19978 patients were discharged,2632 people were randomly sampled by telephone and 2559 people were interviewed with valid questionnaires,and the average satisfaction rate of the discharged respondents to the hospital was 90.9%;in the third quarter,the satisfaction rate of the operating room service quality was the highest(94.0%);in the third quarter,21366 patients were discharged,2642patients were randomly sampled by telephone persons were discharged,2211 valid questionnaires remained,and the average satisfaction of discharged respondents to the hospital was 89.4%;the satisfaction of operating room service quality was the highest,93.9%;in the fourth quarter,a total of 20229 persons were discharged,2269 persons were randomly sampled by telephone,and the remaining valid questionaire was 1694 patients were discharged from hospital,the average satisfaction rate was 89.4%,and the satisfaction rate of operating room service quality was 93.6%.There were 3530 critical messages collected from discharged patients,of which 19.8%were poor attitude of medical staff,17.6%were long waiting time for examination,and 15.6%were poor technique of venipuncture.Conclusion Telephone follow-up can get the true feelings of the discharged patients receiving medical services.We should actively improve the hospital management level and service quality,and improve the patients'satisfaction.