基于第三方电话回访促进医院服务质量改进

Improvement of Hospital Medical Service Based on the Third-party Telephone Return Visit

目的探讨医院服务中,第三方电话回访机制对改善医疗服务内涵质量,促进医务人员履职尽责完善管理漏洞的方式方法,旨在客观、真实地了解患者对医院的评价,推动行业作风进一步好转。方法通过对医院近年来开展第三方电话回访工作的数据资料进行梳理分析,查看各科室的满意度情况,并对患者的意见建议进行归纳总结,查找医院管理存在的漏洞、服务存在的不足,根据问题制定相应对策。结果实施第三方电话回访工作后对医务人员的医疗行为进行精准监督,规范了医疗行为,使医院满意度显著提高,各科室、各医务人员更加重视患者诉求工作作风纪律进一步好转。结论第三方电话回访机制,有助于改善医院服务质量,提高满意度,完善制度机制,构建医院文化加强作风建设,督促医务人员切实履职尽责。

Objective To explore ways of the third-party telephone return visit mechanism in hospital services improving the quality of medical services,prompting medical personnel to perform their duties,and improve the methods of tightening loopholes. Methods By combing and analyzing the data of the third-party telephone return visits carried out by the hospital in recent years,the patients’ satisfaction with each department is checked,and the opinions and suggestions of the patients are summarized to find out the loopholes in the hospital management and the deficiencies in the service so as to make corresponding countermeasures against the problem. Results After the implementation of the third-party telephone return visit,the medical behaviors of the medical staff were accurately monitored,the medical behaviors were standardized,and the patients’ satisfaction with the hospital was significantly improved. Various departments and medical staff paid more attention to the patients’ demands,and the work style discipline was further improved. Conclusion The third-party telephone return visit mechanism can help improve the quality of hospital services,improve patients’ satisfaction,perfect the system and mechanism,build hospital culture,and prompt medical personnel to perform their duties conscientiously.