成立“病人服务中心”的做法与成效

目的完善护理服务，提高病人满意度。方法成立“病人服务中心”，对住院病人进行床前访视；对出院病人实施电话随访及上门访视：开展免费服务项目，尽力满足病人需求。结果病人满意度提高（P〈0．01）。2005年与2004年相比、2006年与2005年相比，住院病人增长率分别为15．31％、30．20％；业务收入增长率分别为30．20％、19．59％；床位周转增长率分别为53．19％、20．37％。结论“病人服务中心”在优化医院服务流程、提高病人满意度、提升医院服务品牌等方面起到了重要作用。

The practice and effect of "patient service center"

Objective To improve the quality of nursing service and increase patients' satisfaction.Methods A "patient service" center was set up to provide nursing services such as bed-side visit for the inpatients,follow-up by telephone and home visit for discharged patients and other free nursing services which met the patients' needs.Results The patients' satisfaction was raised significantly(P<0.01),the numbers of inpatients increased by 15.31% in year 2005 and 30.20% in year 2006,the medical income increased by 30.20% in year 2005 and 19.59% in year 2006,the rate of bed rotation increased by 53.19% in year 2005 and 20.37% in year 2006.Conclusion The "patient service center" plays an important role in the improvement of service flow,patients' satisfaction and service brands of the hospital.