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目的分析近三年某院电话随访结果,讨论电话随访工作的作用。方法根据2010年-2013年某院电话随访的有效随访率,患者满意度,受表扬情况、患者意见及建议等情况,分析电话随访工作对医院管理工作的作用。结果 2010年有效随访率为74.5%,共有678人次受到患者的点名表扬;2011年有效随访率为75.3%,共有1377人次受到患者的点名表扬;2012年有效随访率为78.9%,共有3763人次受到患者的点名表扬;2013年的有效随访率为84%;共有7011人次受到患者的点名表扬,全院有效随访率不断上升,患者满意度不断提高,在有效随访人数中提出非常满意患者的比例逐年增加;提出医护人员服务态度差的患者所占被随访人员的比率逐年明显降低,由2010年的1.8%降为2013年的0.3%。结论电话随访工作增加了医院与患者间的沟通,促使医院提高服务质量,对医院管理工作起到促进作用,应当继续开展,并不断改进,以适应患者需求。
Objective To analyze the telephone follow-up results of a hospital in recent three years and discuss the role of telephone follow-up. Methods According to the effective follow-up rate of telephone follow-up in a hospital from 2010 to 2013, patient satisfaction, compliment, opinions and suggestions of patients, the effect of telephone follow-up on hospital management was analyzed. Results The effective follow-up rate in 2010 was 74.5%. A total of 678 patients were praised for their names. The effective follow-up rate was 75.3% in 2011 with a total of 1377 patients praised by patients. The effective follow-up rate was 78.9% in 2012 with a total of 3763 patients The patient’s name was praised; the effective follow-up rate in 2013 was 84%; a total of 7011 patients were praised by the patient, the effective follow-up rate in the whole hospital was continuously rising, patient satisfaction was continuously improved, and the proportion of patients who were very satisfied with the number of effective follow- . The proportion of patients who reported poor service attitude among medical staff decreased significantly from year to year, from 1.8% in 2010 to 0.3% in 2013. Conclusion Telephone follow-up has increased the communication between hospitals and patients, promoted the improvement of service quality and promoted the hospital management. It should be continued and improved to meet the needs of patients.