运用QQ群回访对出院病人满意度调查的分析与探讨

Analysis and Exploration of the Satisfaction of Discharged Patients Applying QQ Group

目的利用QQ群对出院患者开展回访及满意度调查,把护理工作延伸到家庭和社区,以提高医疗护理服务质量。方法通过病人入院登记QQ号,建立护患沟通档案。病人出院后1周内,由责任护士通过QQ群进行出院回访,收集患者住院服务满意度等相关情况。结果出院后的QQ回访延伸指导服务,得到病患的认可和好评,出院病人对护理工作综合满意率不断增高,患者满意率由调查初期的90.6%提高到调查末期的99.8%,两者差异具有统计学意义(P<0.001)。结论利用QQ群对病人进行出院后的延伸指导及满意度调查,可使护理服务走进社区和家庭,建立信息化的健康咨询和指导,最大限度地服务于病人;它是开展优质护理服务的有效手段。

Objectives To survey the satisfaction of patients discharged applying QQ group, extend nursing work to their families and communities to improve the health care service quality. Methods Establishing nurse-patient communication file by registering QQ number of inpatients. Primary nurse paid a return visit to the patient after the patient checking out for a week through the QQ group, to collect relevant information such as satisfaction with inpa- tient services. Results The guidance services of return visit by QQ group after check out was approved by the pa- tients. The overall satisfaction of discharged patients increased constantly. The satisfaction rise to 99.8% at the end of the survey, while the satisfaction was 90.6% at the initial stage, the difference was statistically significance （P〈0. 001）. Conclusions Applying QQ group to carry out guidance services of return visit and satisfaction survey is an effective means to develop high quality nursing care, which extends nursing work to families and communities, and provides service to the patients furthest.