我院“三级电话回访”工作机制的建立与实施

为进一步促进医患关系的和谐,我院自2005年开始探索后医疗管理工作,在河北省卫生系统率先建立了"三级电话回访"工作机制,并在2007年引进了电话回访系统,在医患之间架起了信息沟通、温暖互动的桥梁.     

浅谈电话回访工作在构建和谐医患关系中的作用

目的探讨电话回访工作在构建和谐医患关系中的作用。方法采用电话回访的形式,针对我院19504例出院患者进行回访,总结分析患者及家属对我院的意见和建议,在对满意度进行统计的同时,采取相应整改措施。结果通过回访,监督医务人员的医疗服务行为,为患者提供相关医疗健康信息,患者综合满意度有了较大提高。结论设立回访服务中心,对出院患者进行电话回访,注重服务细节的提高,对构建良好和谐的医患关系,推动医院行风建设具有重要作用。     

建立电话回访制度促进医院行风建设

通过对开展出院病人电话回访的做法、作用、体会等方面进行经验总结,提出开展电话回访制度有利于促进医患关系和谐,提高患者满意度和忠诚度,对医院行风建设有着重要的作用。     

南京市妇幼保健院电话回访出院患者满意率调查分析

目的：了解出院患者对医院的综合满意率情况。方法：依托南京市妇幼保健院出院患者电话回访满意率调查表,对2018年54 680名出院患者进行电话回访,成功率为97.49%。结果：2018年综合满意率为92.99%。与上半年比较,下半年回访出院患者意见建议数下降1.9%,收到表扬数增长126.5%,有效回访率下降1.26%,综合满意率下降1.72%。结论：通过电话回访发现住院诊疗过程中医院服务存在的问题,强化投诉建议的二级扭转制度,建立长效机制提升出院患者有效回访率及满意率,为构建和谐医患关系奠定基础。     

利用短信平台拓宽回访途径 加强医患互动促进和谐发展

短信平台这一新的形式应用于医院出院病人回访工作,提高回访的有效性,提升工作效率,使出院病人回访工作更加灵活、更加人性化,增进医患互动,促进医患关系和谐发展。     

淮北市妇幼保健院“电话回访”服务把关爱传递给患者

正为提高医院医后服务质量,进一步提升医患关系,淮北市妇幼保健院自2007年开展了患者出院后的电话回访工作,4年来万余名在淮北市妇幼保健院住院治疗过的患者,接受了电话回访。淮北市妇幼保健院电话回访包括患者对医院服务的评     

电话回访是提升患者满意度的重要途径

文章着眼于整个医患环境的现状,对电话回访提高医疗质量和促进工作改进情况进行探讨,力图推进电话回访工作的深入进行.     

主动服务与减少医患纠纷的相关性研究

目的了解2010年1月-2012年1月两年来开展主动服务与减少医患纠纷的相关性研究。为防范医疗纠纷,构建和谐医患关系提供有价值的参考依据。方法采取分层整群随机抽样调查的方法,对1627人进行问卷调查、电话回访等方式收集信息。结果开展主动服务以来,病人的满意度明显提高,达到99.12%;医疗纠纷发生显著减少,发生率为0.24%,显著低于国家统计数字。结论主动服务能提高医患互信,有利于构建和谐医患关系,能减少医患纠纷的发生,降低医患纠纷的发生率,有力于患者康复,有力于社会稳定;有利于树立医疗行业的行业形象。     

临床科室电话回访出院病人的实践与体会

电话回访是利用现代通信工具,在医院与家庭成员间建立互动交流的平台,以进一步帮助患者康复,是医院走向社会的一种延伸服务方式[1].通过回访及时了解病人出院后的情况,给予健康指导;通过回访加强医患沟通,提高病人满意度;通过回访促进医院管理,树立医院良好形象.我院自2008年3月成立回访办公室,由专职人员开展出院病人电话回访工作,2011年3月开始,医院改变电话回访模式,由各临床科室对出院病人进行电话回访,通过制订回访制度,规范回访流程、落实回访意见、加强回访考核等一系列方法,取得了一定成效.     

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。     

出院患者电话回访在梅毒患者护理中的应用

目的评价出院患者电话回访在梅毒患者护理中的应用效果。方法选择在2018年1月—2019年5月2500例梅毒出院患者的22500次电话回访需要电话回访进行分析,主要进行9次的电话回访,分析无人接听/占线、空号/错误号码、非常满意、满意以及不满意的状况。结果第4次与第9次的回访非常满意度最高,无人接听/占线以及空号/错误号码的发生率也很高。结论在梅毒患者出院之后的电话回访的工作中,为了更好地完成相关护理指导工作,应遵循因人而异的原则进行合理的电话回访,提升整体工作水平,更好地对患者进行引导。     

COUNTIF函数在获取电话回访有效信息中的应用

目的通过COUNTIF函数计算,高效、准确、快速地获取每月电话回访中出院病人对医生、技术员、护士、配餐员、护工、保洁员在技术与服务方面的各种意见、建议及对医院工作满意度的评价等信息,从而有效地进行整改。方法对无锡市第二人民医院2013年12月份出院患者进行电话回访得到的回访信息,分别运用常规法和COUNTIF函数法来删除重复无效信息。结果 COUNTIF函数删除1 489条无效信息仅需1小时,删除过程中没有出现错误,眼睛只产生轻度干眼;常规法删除同样信息需6小时,删除过程中出现错误106次,错误率7.12%,2种方法比较差异有统计学意义（P〈0.001）。结论 COUNTIF函数是获取电话回访中患者有效信息,提高工作效率的好方法。     

健康教育对高血压患者服药依从性及复诊率的影响

目的 探讨健康教育对高血压患者服药依从性及复诊率的影响.方法 选择2009年3月～2010年3月,在某社区卫生服务中心门诊建卡管理正在服药的162例高血压病患者参与该研究.随机分为两组,实验组和对照组各81例.对照组进行常规指导;实验组除常规指导外实施有计划、有目的、有组织的一系列健康教育,比较两组服药依从性、复诊率及高血压控制情况.结果 实验组患者在集体培训,小组讲课,个别指导和电话咨询等健康教育形式下,第6、12个月后实验组服药依从性率为92.6％、93.9％,对照组为74.1％、79.2％,实验组服药依从性显著高于对照组(均P＜0.01).第6、12个月实验组患者复诊率为93.8％、90.1％,对照组为72.8％、59.3％,实验组复诊率显著高于对照组(均P＜ 0.01),实验组高血压控制水平优于对照组(分别P＜0.05、P＜0.01).结论 健康教育可以明显提高高血压患者服药依从性及复诊率,使患者血压保持平稳,控制其疾病的进一步发展,预防并发症的发生发展,提高生存质量.     

电话回访出院病人满意度调查分析

依托福建省肿瘤医院出院病人满意度电话问卷调查的工作机制,对问卷中收集到的数据资料进行整理分析,了解出院病人的满意度情况,发现医院在医疗服务过程中存在的问题和不足,并提出相应的解决措施和建议。     

Validation of a survey instrument to measure the extent to which physician and dentist office environments discourage smoking.

The health professional's office environment has been identified as one of the potential influences on smoking behaviour of patients. This study compared characteristics of office smoking policies and environments of 30 physicians and 30 dentists using both telephone survey and site visit. The site visit was considered the 'gold standard'. The sequence of interview presentation was randomly reversed for half the physicians and half the dentists to control for order effects. Kappa estimates and two-way Analysis of Variance were used on categorical and continuous variables, respectively. The results show there was a high agreement between the two modes of surveying. Physicians and dentists do not differ in level of agreement and in the consistency of responses obtained by telephone and site visit. We conclude that a telephone survey is a valid method to obtain smoking-related information from health professional offices.     

Client follow-up at the Adelaide sexually transmitted disease clinic

Abstract: This study investigated the extent to which doctor-client communication is associated with follow-up rates at Clinic 275, an Adelaide sexually transmitted diseases (STD) clinic. At Clinic 275, clients are routinely screened for the major STDs at their first visit. They are then asked to return in one week's time for their results and further treatment if necessary. Over a four-week period in April-May 1994, the clinical consultations between doctors and 100 clients attending for their first visit in an episode of care were observed and recorded. Data from the observation schedules were matched with data collected from interviews, either when clients returned for their follow-up visit (n = 78) or from a telephone interview when they failed to return (n=20). In addition, 18 clients who failed to return for follow-up (but were not part of the original observation sample) were interviewed. Sociodemographic factors did not affect follow-up rates. Of those who did not return for follow-up, social and environmental reasons were cited by about two-thirds. Reasons given by the remaining clients indicate that failure to return for follow-up was related to discrepancies in doctor-client communication in that they were confused about the need to return to obtain test results. In addition, approximately half could not name the infections for which they had been tested. Changes in clinic practice may prove a more useful method of increasing follow-up rates than seeking to identify the characteristics of noncompliant individuals.     

改变出院病人电话回访模式 提高病人满意度

对出院病人进行电话回访是医院开展的一项人性化服务措施,深受病人及家属的好评,它对加强医患沟通,促进医院管理,提高服务质量,提高病人满意度有重要意义。本文阐述出院病人电话回访的具体做法和体会。     

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.     

门诊初诊患者基本信息登记流程重组

门诊初诊患者基本信息是医院重要的信息资源，信息录入的及时、准确和完整极其重要。作者分析了初复诊患者挂号的服务内容和流程，设计了挂号流程重组方案，在仿真技术的支持下，模拟寻找流程重组最佳方案，取得了良好的应用效果。