对出院患者电话随访中反映与存在问题研究.doc

对出院患者电话随访中反映与存在问题研究 　　[摘要] 目的 了解和分析出院患者反映的住院期间的问题，以期更好地提高服务质量。 方法 选取本院2011年1月～2012年12月5765例出院患者电话随访工作的资料，对其进行汇总分析。 结果 5765例患者有效随访4621例，共反映住院期间的问题475例，其中病房设施208例，护理服务106例，医疗服务93例，收费52例，其他16例；随访中存在的问题有无人应答、联系号码错误、无效沟通、拒绝回答等。 结论 分析探讨电话随访中反映和存在的问题，有助于提出有效的整改对策，更好地为患者服务，为提高医院的服务质量、管理水平提供有效途径。 [关键词] 出院患者；电话随访；问题分析 [中图分类号] R197.323 [文献标识码] B [文章编号] 1674-4721（2013）11（b）-0174-02 Analysis of problems reflecting and existing from patients discharged from hospital by telephone follow-up WU Mei-hua1 LIU Ying-hua2 1.Department of Nursing，the Second People′s Hospital of Jingdezhen City in Jiangxi Province，Jingdezhen 333000，China；2.Department of Neurosurgery，the Second People′s Hospital of Jingdezhen City in Jiangxi Province， Jingdezhen 333000，China [Abstract] Objective To know and analyze the problems reflected by patients during hospitalization，to better improve service quality. Methods The data of 5765 patients discharged from hospital and followed up by telephone were collected and analyzed in our hospital from January 2011 to December 2012. Results 4621 cases in 5765 patients were effectively followed up.A total of 475 problems were reflected，among them，208 problems were from room facilities，106 problems，were nursing care，93 problems were medical service，52 problems were fee and 16 problems were others.No answer，contact number error，ineffective communication，refusing to answer were the problems in follow-up process. Conclusion Analyzing and exploroing the problems reflecting and existing from telephone follow-up is helpful to propose the effective and collective measures，to better offter service for patients，and to provide the effective ways to improve service quality and management level of the hospital. [Key words] Discharged patients；Telephone follow-up；Problems analysis 出院患者电话随访是利用信息化工具，在医院与患者及家属之间建立互动，获取出院患者住院期间的真实感受，听取患者意见的一种随访方式，它的应用不仅可以促进和维护患者的健康，提高医院服务质量，而且可以节省大量人力、物力和财力[1-3]。为迎接三级甲等医院的评审工作，促进患者的健康，提高医院的服务质量和患者的满意率，本研究选取本院的5765例出院患者电话随访的工作资料为研究