电话回访出院患者服务满意度分析

Analysis of Discharged Patients' Satifeaction by Telephone Follow-Up

目的通过电话回访出院患者,给予后续服务,提高群众满意度。方法患者出院后一个月内临床科室主管医师电话回访出院患者,进行生理健康、心理安抚的服务。患者出院后一个月内由医院行风办专职人员负责电话回访,进行服务满意度的调查。结果 2012年3月-2014年2月8个传染病区住院患者共18340例次,实际回访总数为7854例,回访成功率为42.82%;2012年3月-2014年2月全院病区住院患者共89534例次,实际回访总数为43138例,回访成功率为48.18%。2013年3月1日-2014年2月28日与2012年3月1日-2013年2月28日比较,其中8个临床科室有4个比较项有提高,其他科室各项满意率都在96%以上,患者满意度较高,全院总满意率为97.23%,亦有提高。结论电话回访体现了医院服务内涵的社会延续,是医院实现人本理念管理、优化患者服务的便捷平台,提高了患者对医院服务的满意度。

Objective To improve public satisfaction by interviewing and offering follow-up services to discharged patients.Methods Once a patient was discharged, a doctor of clinical department will telephone the discharged patient within one month, to perform physical health and psychological comfort services. At the meantime, a full-time staff of hospital morals office will take responsibility to carry out a survey on the service satisfaction of the discharged patients. Results From March 2012 to February 2014,there were 7854 returning visits of 18340 cases in eight of all infectious area, and the returning success rate was 42.82%; in the meantime, the situation of all the hospital was 43138 in 89534, and the returning success rate was 48.18%. Higher service satisfactions rate was achieved during the period of March 1, 2013 and February 28, 2014, compared with the period of March 1, 2012 and February 28, 2013. Among all the clinical departments, four comparison value of eight of which had increased, satisfaction rate of other department was above 96% and the hospital＇s overall satisfaction rate was 97.23%. Conclusion Telephone interviews reflects the social continuation of service connotation of hospital, and it is a convenient platform on which hospital can realize the concept of human management, optimize patient services and improve patient satisfaction with hospital services.