出院患者电话随访意见分析

Analysis on the Opinions and Suggestions in Telephone Follow-up of the Discharged Patients

目的对出院患者在医院就医过程中的意见及建议,进行分析讨论,寻求解决问题的最佳方法。方法对全院出院患者进行一周内电话专人随访。结果提高患者对医疗服务的满意度,出院患者院外满意率由88%上升至98%。结论通过对电话随访中发现的意见和建议进行整改反馈,不断持续改进,提升医院的服务质量,提高患者的满意度。

Objective To seek the best methods of solving the problems through the analysis and discus- sion for opinions and suggestions of discharged patients during their hospitalization. Methods To make special fol- low -up visit by telephone for all for the medical service, discharged patients＇ satisfaction rate are raised from 88% to 98%. Conclusion satisfaction Promoting the service quality of hospital, improving the patients＇ satisfaction to hospital through rectification and feedback for the opinions and suggestions.