电话回访在手外科的应用和体会

目的：了解病人对医院医疗护理等方面的意见、建议，提高满意度、复诊率及医护质量。方法：成立回访处，收集出院患者的回访资料，通过电话回访了解患者出院后情况并进行康复指导及征求意见。结果：2010年4月至12月共拨通电话2266个，收集意见和改进建议122条，大部分病人对本院的工作给予认可，病人对医院总体评价较高，病人反映的问题主要是个别医务人员服务态度有待提高；医院饭堂莱色太单调，应该控制外卖，保障病人的健康；医疗费用太高；病房卫生问题。结论：建立出院病人电话回访制度，增加了医患双方的互动性，缩短与患者之间的距离，增加病人对医护人员的信任，提南了医院的整体形象。

Objective Survey advices and recommendations of patients on medical care, to improve the quality, satlsfaetlon and rate of readmission. Methods Set up a return visiting office to collect information on patients discharged from hospital by telephone. Then made guidance of rehabili- tation and got comments. Results we made totally 2266 phone calls, collected 122 comments. Most of the patients approved the work of our hospital and gave Positive feedback, the main problems were certain staffs＂ attitude to be improved;dish courses of canteen were too monotonous; medical costs were too high; Wards＂ conditions were not very well. Conclusions Establishing telephone return visited system increases the interaction and reduce sense of unfamiliar between doctors and patients. It can also enhance trust to medical stall and improve overall level of the hospital.