出院患者电话随访意见分析

目的对出院患者在医院就医过程中的意见及建议,进行分析讨论,寻求解决问题的最佳方法。方法对全院出院患者进行一周内电话专人随访。结果提高患者对医疗服务的满意度,出院患者院外满意率由88%上升至98%。结论通过对电话随访中发现的意见和建议进行整改反馈,不断持续改进,提升医院的服务质量,提高患者的满意度。     

某院住院患者满意度实证探析

目的 引入第三方进行患者满意度调查,旨在了解住院患者对医院医疗服务的满意情况,寻找影响患者满意度的根本因素,为医院管理者改进医疗服务质量提供参考.方法 对某县医院的120名住院患者或家属进行问卷调查,对个别住院患者或家属进行个人深入访谈.结果 住院病人对医院的总体满意度为83.70%.在各项满意度中,医德形象满意度最高,为83.70%;诊疗费用满意度最低,为77.17%.结论 坚持以病人为中心,对患者进行合理分层,对不同层次的患者开展多层次、多元化的服务,同时努力降低医院的诊疗费用、提高服务质量、改进医院环境和服务态度,是医院提高患者满意度的有效途径.     

出院患者二级电话回访对提高患者满意度的影响

<正>近年来,对出院患者进行电话回访是许多医院在改进医疗服务质量方面所采取的一个重要措施。通过对出院患者进行电话回访,在患者无任何思想负担的情况下对医院的各项工作给予评价,可以了解出院患者的真实需求,进行质量持续改进[1]。通过医患沟通,解决患者遇到的问题,提高患者满意度。为医院整体的、有效的持续改进医疗服务流程、提高服务质量提供了可靠的依据和方向。承德市中心医院2005年成立患者随访办公室,选派专     

对急诊骨折手法复位患者进行电话随访的效果观察

目的:探讨急诊骨折手法复位患者电话随访的方法及效果。方法 :选取2015年1月~2016年6月收治的骨折手法复位患者58例,针对急诊科特点,开展骨折手法复位患者的电话随访工作,首先组织科室护理人员学习相关知识,提高护士对骨折患者的治疗、护理、可能发生的并发症及注意事项等相关知识的认识。在骨折患者就诊后医生进行手法复位,手法复位成功后应用高分子石膏托或塑型夹板固定。然后由护士对患者进行一对一的健康宣教,护士分别在治疗后的第2天,第6天进行电话随访患者的康复情况,对健康宣教内容掌握情况。解答患者的疑问,统计患者的遵医行为。结果:开展电话随访后,患者的复诊率从86.2%提高到了98.3%,患者的遵医行为也从82.8%提高到了96.6%,有效提高了临床护理疗效,有助于提高患者的满意度。结论:急诊科开展电话随访护理服务,可降低医疗护理风险,保证患者就医安全,促进护患关系。     

对出院患者进行电话随访健康教育初探

目的:通过电话随访妇产科病人出院后的身体恢复情况,掌握其对健康教育知识的了解运用情况,以及出院后的需求,及时给以指导和帮助。方法:产妇及患者出院前建立随访登记本,掌握有关信息及联系电话。在出院后1~3周内由健康教育科的妇女保健医师进行电话随访,询问身体恢复情况,判断可能发生的问题,并给以卫生指导。结果:发现23.44%的患者在身体恢复过程中存在不同的问题,给以指导。结论:通过电话联系方式对出院病人进行随访,是投资少、效果好的健康教育形式,在保证医疗质量的前提下,为患者提供方便、快捷的服务,提高了患者的满意度,在电话随访过程中注意交流技巧,可收到更好的效果。     

电话随访对老年冠心病患者生活质量和再次住院率的影响

目的：探讨电话随访是否可以提高老年冠心病患者的生活质量及患者对医患、护患关系的满意度,是否可以降低老年冠心病患者因冠心病加重而再次住院的发生率。方法：将120例老年冠心病患者随机分为电话随访组和常规治疗组,常规治疗组60例,接受常规冠心病治疗方案;电话随访组60例,在接受常规冠心病治疗的基础上并给予电话随访,对患者进行教育、指导与监督。结果：电话随访组与常规治疗组的生活质量比较,在合理膳食、良好的生活习惯、稳定的情绪方面比较差异均有统计学意义（P〈0.01）,常规治疗组病情加重再次住院的比例高于电话随访组,差异有统计学意义（P〈0.05）。结论：电话随访对提高老年冠心病患者的生活质量有着极其重要的意义,也提高患者对医患、护患关系的满意度,还可以减少老年冠心病患者因冠心病加重而再次住院的发生率。     

电话随访出院患者满意度的实践与探讨

目的：为了解医院的服务现状与不足,持续改进医院服务质量,提高出院病人的满意度。方法：依据PDCA循环管理模式,不断地进行各方面的整改,通过院科二级电话随访调查出院病人的满意度。结果：出院病人的满意度明显上升,由2015年的90.88%上升到2016年的94.18%。结论：自从电话随访实施以来,有效地改善了医患关系,提高了出院患者的满意度。     

骨伤科出院患者1086例电话随访的体会

目的总结护士对出院患者电话随访的方法及经验。方法对笔者所在科室1086例出院患者进行电话随访，指导功能锻炼，了解护士服务质量。结果让患者了解功能锻炼的方法，最大限度的恢复了功能，提高了生活质量，也提高了患者对护理的满意度。结论对出院患者进行电话随访，适应了新的医学模式的转变，将医院的健康教育延伸到了家庭，提高了患者对治疗的依从性和满意度，有利于缓解紧张的医患关系，同时也提高了医院的声誉，赢得病源，增加经济效益。     

儿童患者家长满意度调查分析及改进措施

目的对引起儿童患者家长满意度低的原因进行分析,以制定相应的改进措施,从而提高儿童患者家长满意度,建立和谐的医患关系。方法于2011年1～12月份采用住院问卷调查、出院患者电话回访方式对儿童患者家长满意度进行回顾性分析。结果引起儿童患者家长满意度低,笔者对提出的意见或建议的主要分类有:服务态度(73.8%)、医疗技术(38.4%)、医疗费用(4.1%)、医患沟通(61.9%)、病区管理(21.8%)。结论加强医患沟通,增强服务意识,提高医疗技术水平,严把医疗质量关是提高儿童患者家长满意度的主要措施。     

医院优质医疗服务院外延伸的做法与效果

普陀区有常住人口海岛32个,病人就医非常困难.我们采取预约诊疗模式,根据预约病人需求,分派专家定期下海岛为患者提供面对面的诊疗服务.与浙江知名医院联合开展远程医疗会诊服务,省下了患者往返车船费,大大节省了就医时间.通过电话随访出院病人,征求病人意见,病人满意度得到提高.     

2010-2011年汕头市某医院农村高血压患者出院后电话随访效果的研究

目的探讨农村住院高血压患者出院后电话随访的效果。方法对汕头市2010-2011年8月某医院240例农村住院高血压患者进行出院后随访,观察组每月一次电话随访,对照组则仅定期门诊复诊。结果经过一年随访后,观察组患者高血压防治知识知晓率达85．05％、治疗依从性达67．29％,均高于对照组（63．81％和45．71％）;观察组血压[收缩压（132．7±9．7）mmHg、舒张压82．1±6．6mmHg]也明显低于对照组[收缩压（143．9±10．8）mmHg、舒张压86．9±8．7mmHg]（P〈0．05）。结论电话随访在农村高血压患者出院后防治管理中有良好效果,值得推广。     

出院电话随访对支气管哮喘患者吸入糖皮质激素治疗依从性的影响

目的探讨电话随访对支气管哮喘患者吸入糖皮质激素(ICS)治疗依从性的干预效果。方法将70例哮喘患者分为实验组和对照组。实验组给予电话随访,对照组仅实施常规出院指导。采用自行设计问卷评价两组的效果。结果在干预1年后,两组患者问卷调查结果比较差异有统计学意义(p<0·05),接受电话随访的患者在吸入激素治疗的依从性明显好于未接受电话随访的患者差异有统计学意义。结论对哮喘患者进行定期电话随访,能帮助患者充分了解更多的哮喘防治知识,提高吸入ICS的依从性,从而改善患者的生活质量,具有良好的社会效益。     

电话随访对于人工流产后口服优思明患者的影响

目的探讨通过电话随访提供健康教育及指导对于提高患者人工流产（人流）后口服优思明服药依从性及其在一定程度上减少人流并发症的影响。方法将228例门诊人流后即日起开始口服优思明的患者随机分为随访组（114例）和对照组（114例）,两组患者均在手术后离开时给予常规口头及书面优思明用法以及对避孕、减少宫腔粘连、调节内分泌功能,促进子宫内膜修复。促进月经复潮等方面优点的健康教育。随访组还接受电话随访健康教育,且患者可随时咨询预约护士。结果两组患者从服药依从性、不规则阴道流血发生率、子宫内膜修复等方面比较,差异均有统计学意义（P〈0．01）,随访组优于对照组。结论对门诊人流后即日起开始口服优思明的患者实施电话随访,延续健康教育,有助于提高患者服药依从性,从而有效提高其避孕成功率,对减少并发症,提高患者生活质量有积极作用。     

对210例多导睡眠呼吸监测患者实施电话随访服务的效果评价

目的评价多导睡眠呼吸监测患者电话随访工作的实施效果。方法分析210例行多导睡眠呼吸监测患者的电话随访资料,对电话随访工作的效果进行评价。结果 98%的受访对象对电话随访工作是满意的,有效地提高了患者的遵医依从性。结论对多导睡眠呼吸监测患者实施电话随访服务能提高病人对医院的信赖度和积极对待治疗,提高生活质量,值得进一步推广。     

Does telephone follow-up predict patient satisfaction and readmission?

Nursing telephone calls after hospital discharge are commonly adopted as a tool to improve patient satisfaction and continuity of care. Previous research, however, has been inconclusive on the impact of telephone follow-up. The purpose of this study was to comparatively examine patients who received telephone follow-up for response differences on a mail satisfaction survey and 30-day readmission rates for a large health system in southeast Texas. Telephone follow-up, patient satisfaction, and administrative billing data from 2008 to 2009 were retrospectively examined across 10 nursing units that routinely performed calls after patient discharge. Patients eligible to receive a nursing call (N = 10,559) were categorized based on responses to nursing questions or if no contact was made. Logistic regression was used to evaluate whether call data significantly predicted survey response and 30-day readmission rates. Nonparametric analysis was used to evaluate whether survey ratings varied between groups. Completion of telephone follow-up was a significant (P < 0.01) predictor of patient response to the mail survey, with 62% more patients returning surveys after contact. Completion of a nursing call with a patient who reported a physician appointment was a significant predictor (P = 0.04) of lower 30-day readmissions. Readmission rates were 10.8% for patients who did not receive telephone follow-up compared to 9.5% for patients who received a call and who had a scheduled physician appointment. Mean nursing and overall satisfaction scores varied minimally between groups and telephone follow-up was not a significant predictor of patient satisfaction. Telephone follow-up shows significant predictive value for mail survey response and 30-day readmission rates but does not correlate with patient satisfaction scores in the hospital setting.     

开展出院患者电话回访工作的体会

探讨开展出院患者电话回访工作在医患沟通中的作用。方法：回顾性总结和分析某医院9个年度电话回访情况。结果：电话回访,释疑解惑,针对性地改进工作,能提高患者满意率。结论：开展出院患者电话回访工作具有重要意义。     

Patient adherence to recommendations after teleconsultation: survey of patients from a telemedicine centre in Switzerland

We investigated patients' adherence to recommendations after telephone triage at the Swiss Centre for Telemedicine. We studied cases where the medical problem was assessed as not requiring an immediate face-to-face consultation. Two weeks after teleconsultation, follow-up telephone interviews were conducted with 1129 self-care patients. The patients were asked if they had adhered to the telephone recommendations and whether they had had a subsequent face-to-face consultation. A total of 1003 patients (88%) were available for the follow-up telephone interview. Of those, 85% reported that they had adhered to all self-care recommendations and 86% had followed the advice about further use of the health-care system. Overall, 28% of patients had attended a face-to-face consultation. Half of them were referred by the teleconsultation centre, and half of them had decided themselves not to follow the centre's recommendation. Since acceptance of self-care recommendations after teleconsultation was high, teleconsultation may be an efficient alternative to face-to-face consultations for some conditions.     

电话随访式健康教育对出院糖尿病患者的影响

目的探讨电话随访式健康教育对出院糖尿病患者影响。方法随机将2011年6月-2012年6月在河北联合大学附属附医院出院的糖尿病患者276例分为对照组和干预组。对照组采用常规出院指导,干预组在出院指导的基础上有计划、有目的地进行电话随访式健康教育。结果干预组患者对糖尿病知识的知晓率和治疗的依从性均高于对照组（均P〈0．01）;对医院服务的满意度分别为98．55％和85．51％,差异有统计学意义（x2=16．00,P〈0．01）。结论电话随访式健康教育可提高糖尿病患者对糖尿病相关知识的知晓率、糖尿病治疗的依从性及对医院服务的满意度。     

Patient satisfaction with nurse-led telephone follow-up in women with lower urinary tract symptoms

We assessed the clinical effectiveness and patient satisfaction with nurse-led telephone follow-up of women with lower urinary tract symptoms. Participants were offered telephone follow-up with a nurse instead of a conventional outpatient appointment. Suitability was decided by the doctor who saw the women at her last visit. The consultation was conducted using the same principles as a routine clinic visit. Patient satisfaction was evaluated by postal questionnaire and they were also sent a standard urinary continence questionnaire, the Kings Health Questionnaire (KHQ), to evaluate their current symptoms. In total, 116 women were included. The mean number of telephone consultations was 2 (range 1-12). The mean overall satisfaction score was 77 (maximum 100, where a higher score indicates greater satisfaction). Only 16 patients (17%) did not prefer telephone follow-up to a clinic visit. Women who had been discharged via the telephone follow-up clinic expressed similar mean satisfaction scores to those whose next visit was a clinic visit (80 and 82, respectively). The KHQ also indicated that the patients had been appropriately discharged or given a further follow-up appointment. Nurse-led telephone follow-up is associated with high satisfaction and has the advantages of consistent follow-up by the same clinician, convenience to the patient and cost-savings.     

流程式多环节安全管理在静脉输液中的应用

目的探讨流程式多环节安全管理在静脉输液中的设计与应用。方法在静脉输液中制定静脉输液流程并进行多环节特殊设计与管理（加强核对、特殊标记、数字输液篮、输液车及S形输液台的设计与应用）。结果静脉输液医嘱执行缺陷率由原来的2.3‰下降至0.5‰,住院病人对此项工作的满意度为99%,医生对静脉输液的满意度由原来的95%提到99.3%。结论流程式多环节安全管理在静脉输液中的应用明显降低了医嘱执行的缺陷率和错误率,保证静脉输液的安全实施,提高了护理工作质量,保证病人的安全,提高了住院病人的满意度和医生对护理工作的满意度,提高了病人对治疗的信任度,进一步改善了医患关系,值得在临床推广应用。