基于病人关系管理软件的出院病人电话随访服务实践探讨

Discussion on practice of telephone follow-up service for discharged patients based on patient relationship management software

为提高出院病人电话随访的科学性、针对性,改善医院医疗服务质量、疗愈环境和就医体验,2016年底某医科大学第二附属医院引进病人关系管理软件,同时启用统一对外呼叫电话号码,结合医院实际,创新病人关系管理服务,通过病人关系管理软件,对出院病人进行电话随访,随访数据利用Excel软件的处理与分析,统计患者满意度,结果表明:能促进医护服务,创造潜在增值服务价值,提升医院软实力。

In order to improve the scientificity and pertinence of telephone follow-up for discharged patients,improve the quality of medical services,healing environment and medical experience,the Second Hospital of Anhui Medical University introduced patient relationship management software at the end of 2016,and launched a unified external call telephone number,combined with the actual situation of the hospital,innovated patient relationship management services.Discharged patients were followed up by telephone,follow-up data were processed and analyzed by Excel software,and patient satisfaction was counted to create potential value-added service value and enhance the soft power of the hospital.