出院患者电话回访中存在问题及对策

Problems of call visiting discharged patients and countermeasures

目的探讨出院患者电话回访中存在的问题及对策,进一步提高电话回访率及患者对健康指导的依从性和满意度。方法2005年7月～2007年7月对1930例次患者电话回访过程中出现的问题进行分析,针对存在问题提出相应对策并实施。结果患者对回访工作满意度由原来84.0%提高至96.0%(P﹤0.05);回访率由原来82.0%提高至96.0%(P﹤0.05),知识掌握率由原来80.0%提高至94.0%(P<0.05)结论选择合适回访时间,回访前详细了解患者病情并明确回访目的,加强护理人员专业知识及相关学科知识培训及提高沟通技巧等,是确保电话回访质量的有效措施,可提高患者电话回访满意度及回访率。

Objective To explore the problems of call visiting discharged patients, and propose countermeasures to improve call visiting rate and to improve patients＇ compliance and their satisfaction rate to health instruction. Methods Problems in call visiting 1 930 discharged patients from July 2005 to July 2007 were analyzed. Corresponding countermeasures were proposed and practiced. Result Patients＇ satisfaction rate to call visiting increased from 84.0% to 96.0% （P 〈 0.05）; patients＇ compliance to health instruction increased from 80.0% to 94.0% （P〈 0.05）; call visiting rate increased from 82.0% to 96.0% （P 〈 0.05）. Conclusion Proper call visiting time, detailed understanding of patients＇ condition, solid professional knowledge, and communicative skills can guarantee the quality of call visiting and improve call visiting rate and patients＇ satisfaction rate.