首都医学发展科研基金：120急救服务质量持续改进模式的研究

目的探索院前急救服务质量持续改进的方法与途径。方法设立机构、配备专人,在病人急救1周后通过电话询问病情、了解整个院前急救过程中的服务质量、征求对急救工作的意见和建议,将反馈结果每周进行通报、每月进行统计分析,并反馈给有关部门进行整改。结果共拨打电话33160个,病人满意度不断上升,满意32778人次,不满意382人次,总满意度为98.8%,表扬83人次,化解矛盾128人次,提出工作建议18条。结论电话回访对加强医患沟通、强化院前急救管理、提高患者满意度等方面有着重要作用,是院前急救管理中的一个重要环节。

The Practice of Return Visit on Pre-hospital Service

Objective To probe the method and strategy on how to improve the quality of pre--hospital services continuously.Methods Establish a specialized section and deploy professional staffs to call back the patients after one week from receiving the pre--hospital service.Make reports per week and statics conclusions per month on the degrees of satisfaction and suggestions for the qualities of pre-hospital services.So the results could be the basis of quality improvements.Results We made 33160 return visit calls,32778 among them are satisfaction calls and the unsatisfactory calls are 382,the ratio of satisfaction is 98.8%.Besides that we receive 82 commendatory calls and 18 quality control suggestions,solve 128 conflictions.Conclusion The return visit call is very important for the management of the pre--hospital service,especially in the communication between the doctors and patients,optimize the management of pre-hospital service and increase the degree of satisfactions.