电话随访在口腔门诊患者满意度调查中的效果分析

Effect of Telephone Follow-up on Satisfaction Survey of Oral Clinic Patients

目的探讨电话随访在口腔门诊患者满意度调查的效果。方法选取2020年9月1日—12月31日门诊就诊后的13501例患者纳入门诊患者满意度调查样本量。采用医院设置的满意度调查问卷表,由经过统一专业培训的服务人员按照已设置的3种门诊患者调查问卷逐一电话随访患者,完成当月随访。导出后台数据对各调查问卷采用SPSS 20.0统计分析软件进行处理,并对数据进行统计分析。结果全院门诊患者满意率为98.64%,全院门诊护理患者满意率为98.73%,全院门诊患者对窗口及医技科室满意率为97.15%。结论通过电话随访促进医院服务由“被动服务”逐渐转变为“主动服务”,构建了互动和谐的医患关系,提高了医疗服务质量和医院社会效益。

Objective To explore the effect of telephone follow-up on satisfaction survey of oral clinic patients.Methods A total of 13501 outpatients from September 1 to December 31,2020 were included in the sample size of outpatient satisfaction survey.Using the satisfaction questionnaire set up by the hospital,the service personnel who had received unified professional training follow-up the patients one by one according to the three kinds of outpatient questionnaires set up,and completed the follow-up of the current month.Exported the background data,and used SPSS 20.0 for each questionnaire statistical analysis software for processing and statistical analysis of data.Results The satisfaction rate of outpatients in the hospital was 98.64%,that of outpatients in the hospital was 98.73%,and that of outpatients in the hospital was 97.15%.Conclusion Through telephone follow-up,the hospital service has gradually changed from“passive service”to“active service”,build an interactive and harmonious doctor-patient relationship,and improve the quality of medical service and the social benefits of the hospital.