“1+3”回访管理模式的构建与实施

The experience of construction and implementation in “1+3” visit management mode

目的:探讨"1+3"回访管理模式对提升患者满意度及护理质量的效果。方法:对住院患者实施面对面的床边探访及出院后的三级回访管理,并对随访信息进行汇总、分析、制定改进措施,比较实施前后发现问题及解决问题数、出院患者满意度及护理质量。结果:开展"1+3"回访管理模式后,床边探访次数增加59.78%,出院回访次数增加67.82%,出院患者满意度、护理质量较实施前有提高,差异具有统计学意义(P<0.05)。结论:开展"1+3"回访管理模式,有利于改善患者就医体验,提高患者满意率,提高护理质量和管理水平,促进医院整体服务水平的提升。

Objective： To explore the effect of ＂1 ＋ 3＂ visit management mode to improve patient satisfaction and nursing quality. Methods： The patients were treated with face-to-face bedside visits and three-stage visit management after discharge. The follow-up information was summarized, analyzed and the improvement measures were made. The problems were solved before and after the implementation, the number of problems, satisfaction and quality of care were discharged. Results： After the ＂1 ＋ 3＂ visit management mode, the number of bedside visits increased by 59.78%, the number of hospital visits increased by 67.82%, the satisfaction of discharged patients, nursing quality was significantly improved before implementation （P〈0.05）. Conclusion： Implementation of the bedside visit system can enhance the awareness of active care of nurses, in time to meet the needs of patients and improve their work, the implementation of health education, improve patient satisfaction, improve the level of ward management.