品管圈(QCC)活动在提高眼科出院患者电话回访有效率的应用

Application of Quality Control Circle(QCC) in Improving Telephone Interviews Efficiency for Ophthalmology Outpatients

目的：研究分析品管圈活动在提高眼科出院患者电话回访有效率的应用。方法：将2012年9月～2013年9月作为对照阶段,该阶段施予常规回访,抽取55例眼科患者作为研究对象;自2013年10月本科室开始应用品管圈活动以提高出院患者电话回访有效率,把2013年10月～2014年10月作为研究阶段,抽取55例患者作为研究对象,比较分析两阶段患者电话回访情况。结果：研究阶段出院患者电话回访有效率为92.7%,回访满意度评分为（93.4±3.6）分;对照阶段出院患者电话回访有效率为72.7%,回访满意度评分为（74.2±4.5）分,通过统计学处理分析,研究阶段出院患者电话回访有效率明显比对照阶段高,同时患者回访满意度评分也明显高于对照阶段,组间数据比较差异显著,有统计学意义（P〈0.05）。结论：在眼科出院患者管理中应用品管圈活动,可使出院患者电话回访有效率和回访满意度明显提高,具有应用价值和推广价值。

Objective： To study and analyze QCC in improving ophthahnology outpatients telephone inter views efficiency. Methods： From September 2012 to September 2013 as a control phase, is administered rou tine visits, and 55 cases of ophthalmology patients were taken as research subjects; Since from October 2013, the hospital began to use QCC to improve the telephone interview efficiency, October 2013 to October 2014 as a research stage, and 55 patients were taken as research objects, then compare the telephone inter views of the patients of these two stages.Results： During the research phase, the telephone interview efficien cy is 92.7 percent, satisfaction score was （93.4±3.6）; during the control stage, the telephone interviews efficiency is 72.7%, satisfaction is （74.2±4.5）. By statistical analysis, the telephone interview efficiency and satisfaction of the outpatients during the research phase are better than those in the control stage. There is a statistical difference between the results （P〈0.05）. Conclusion： Applying QCC in the outpatients from oph thalmology can obviously improve the telephone interview efficiency and satisfaction of the outpatients, which is of application value and promotional value.