电话随访对军队老年患者护理质量持续改进的作用

Effect of Telephone Follow-up for Military Elderly Patients on Continuous Improvement of Quality of Care

目的探讨电话随访对军队老年患者护理质量持续改进的作用,以期提高患者对护理工作的满意度。方法对2009年1月至2013年12月入住兰州总医院的军队老年患者进行电话随访,收集患者的意见及建议,对护理质量进行持续改进,调查其对护理工作的满意度。计算并比较年度电话随访率及军队老年患者对护理工作的满意度。结果共对840例军队老年患者进行了电话随访及健康宣教,包括治疗及预防措施、饮食及服药指导、复诊注意事项等。收集护理意见或建议1051条,其中合理化建议158条、护理质量改进98条。2009、2010、2011、2012、2013年度电话随访率分别为41%、54%、73%、82%、95%,护理满意度分别为80.6%、89.3%、93.2%、96.7%、99.3%。2013年患者对护理的满意度明显高于2009、2010及2011年,差异均有统计学意义(均P<0.01)。结论军队老年患者电话随访率提高后,护理质量得到了持续改进,患者对护理工作的满意度获得了明显提高。

Objective To investigate the positive effect of telephone iollow-up tor military elderly patients on continuous improvement of quality of care,and to improve the satisfaction degree on nursing care.Meth- ods The elderly patients were followed up by telephone from January 2009 to December 2013.The sugges- tions and advice were collected, the quality of care was improved continually, and the degree of satisfaction on nursing care was investigated by questionnaire.The yearly telephone follow-up rate and satisfaction level were compared.Results Telephone follow-up was performed for 840 elderly patients.All of them received health guidance including treatment methods, preventative measures, diet and medication guides, and an- nouncements of return visit.A total of 1,051 items of suggestions and advice on nursing care were collect- ed ,and 158 items of rationalization proposal were screened out and 98 items were adopted and improved. The rates of telephone follow-up in 2009,2010,2011,2012 and 2013 were 41%,54%,73%,82% and 95%, respectively,and the rates of patient satisfaction on nursing care were 80.6% ,89.3%, 93.2%, 96.7% and 99.3%, respectively.The rate of patient satisfaction in 2013 was significantly higher than that in 2009, 2010 and 2011 （P〈0.01）.Conclusion The quality of care could be continually improved after increasing of tele- phone follow-up rate, which could obviously improve the degree of patient satisfaction on nursing care.