入院访视配合出院电话回访满意度调查在医院管理中的作用

Hospital to supervision with phone return satisfaction survey in hospital in hospital management role

目的：随着医疗卫生市场的竞争日益激烈,患者对医院的满意程度成为衡量医院工作的重要尺度,也成为影响患者选择医院最重要的指标之一,更成为医院生存和发展的前提.随着医疗模式的不断改变,越来越需要体现出对患者人文关怀的新的医疗理念.方法：增加新入患者访视配合出院患者电话回访进行满意度调查.即专人每天到病房访视前一天入院患者满意度（危重患者除外）;每天电话访视出院患者满意度.结果：2008年～2011年入院访视配合出院电话回访全院平均满意率呈上升状态.结论：能增加医患双方的主动性,缩短医患之间的距离,有利于医患之间的和谐,对医院管理、提升形象、行风建设有着重要的作用.

Objective Solve the problem which the patients need to be solved. As the competition of the market of medical treatment and pubic health being more and more fieree,the extent of patients＇ pleased to hospital has become the important scale for hospital to measure their own work and also has become the most important factor for patients to choose the hospital which they will be in and has become the premise of hospitals＇ survival and development further. Moreover, as the endless changing of medical model, the new medical idea which give expression to the humanistic care to patients sufficiently is more and more needed in our society. Method Proceeding the investigation of satisfaction through adding the visit to the new patients and the call back to the patients who leave hospital coordinately. It means that there should be a special man going to the sickroom to investigate the satisfaction of the new patients who are in last day（except the serious patients） everyday and have a phone call to the satisfaction of the patients who just leave hospital. Result Average satisfaction rate is increasing from 2008 to 2011. Conclusion Increasing the initiative of patients and doctors both side and shorten the distance of patients and doctors which to the benefit of the harmony between the patients and the doctors and also has a very crucial effect on the management and increasing the image and promoting the medical ethics construction of our hospital.