| 出院患者电话回访的实践与体会 |
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| 引用本文： | 高玲,高平萍.出院患者电话回访的实践与体会[J].安徽医学,2010,31(11):1357-1358. |
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| 作者姓名： | 高玲 高平萍 |
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| 作者单位： | 合肥市第二人民医院社会医疗服务处,230011;合肥市第二人民医院社会医疗服务处,230011 |
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| 摘 要： | 目的了解患者对医院医疗护理方面的意见、建议,以提高患者满意度、复诊率及医护质量。方法组织专职护理人员通过电话对出院患者进行回访,征求患者及家属对医疗护理服务的意见及建议。结果共拔电话9534个,收集意见84条。经分析,患者反映较多的问题主要为治疗费用高？静脉穿刺技术不高？医护人员服务态度差？沟通能力差？人性化服务不到位。结论建立出院患者电话回访制度,增加了医患双方的互动性,缩短了医院与患者之间的距离,增加了患者对医护人员的信任,提高了医院的经济效益和社会效益。
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| 关 键 词： | 出院患者 电话回访 满意度 |
The application and experience of telephone follow-ups for discharged patients |
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| Gao Ling,Gao Pingping.The application and experience of telephone follow-ups for discharged patients[J].Anhui Medical Journal,2010,31(11):1357-1358. |
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| Authors: | Gao Ling Gao Pingping |
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| Institution: | Gao Ling,Gao PingpingDepartment of Social Care Services,the Seeond People's of Hefei,Hefei 230011,China |
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| Abstract: | Objective To find out overall patient's opinions and advice about medical treatment in order to improve patients' satisfaction,further consultation rate and nursing quality.Methods Nursing specialists conducted telephone follow-ups to discharged patients and their family members to collect opinions and suggestion about medical treatment nursing service.Results 9 534 phone calls were made and 84 opinions were collected;According to the stats,the most frequent complaints include high fees,lack of communicatio... |
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| Keywords: | Discharged patient Follow up phone call Patient satisfaction |
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