健康热线在医院外延服务中作用.docVIP

健康热线在医院外延服务中作用 　　[摘要] 为了建立良好的护患关系，达到医院和患者双赢的目标，本院更新观念，拓宽服务范围和渠道，对来医院门诊就诊、住院出院后的患者进行电话随访，在调查了解医务人员工作、服务质量的基础上开通了医院健康热线服务工作，将医疗服务延伸到了社会、家庭。通过医院健康热线服务平台临床专家可直面患者或家属，对个体有针对性地进行疾病、行为和生活方式的干预和指导，解决患者及患者家属在疾病和健康方面的困惑和需求，其结果不仅实现了个性化服务，巩固了治疗效果，也使医院整体医疗服务内涵和外延得以充实和发展，为提高患者健康信念和治疗依从性提供了快捷、方便的服务。 　　[关键词] 健康热线；外延服务；作用；护患关系 　　[中图分类号] R-05 [文献标识码] C [文章编号] 1674-4721（2012）02（a）-0157-02 　　 　　The effect of the health hotline in the extensive services of hospital 　　BAO Weihua 　　Department of Quality Control Office, 253 Hospital of Peoples Liberation Army, Inner Mongolia Autonomous Region, Hohhot 010051, China 　　[Abstract] In order to establish good nurse-patient relationship, achieve the goal of hospital and patients all win, our hospital has renewed concept, and the patients coming to our hospital clinic and discharging are interviewed by telephone, the service of the hospital health hotline is open based on investigating and knowing the quality of work and service of medical personnel and the medical services will be extended to the family, society. Through the platform of hospital health hotline service, the hospital clinical specialists can face the patients or their families directly, perform intervention and guidance of diseases, behavior and lifestyle to individuals accordingly and solve the confusions and needs on aspect of disease and health of the patients or their families. The result is that, it not only achieves a personalized service, consolidates the therapeutic effect, but also enriches and develops the connotation and extension of the whole hospital medical services, providing fast and convenient services for the improvement of health beliefs and treatment adherence of patients. 　　[Key words] Health hotline; Extensive services; Effect; Nurse-patient relationship 　　 　　随着医患双方对医疗服务质量的完美化追求，如何保证患者对医院的忠诚度，提高满意度已引起医院各级管理人员的高度重视。为此，本院在狠抓内涵建设，提高服务质量的同时，于2009年1月开展了电话随访工作并在2010年7月在电话随访的基础上开通了医院健康热线服务工作，将医疗服务延伸了到社会、家庭，使医院整体医疗服务内涵和外延得以充实和发展，为患者及患者家属咨询、了解疾病及健康方面的信息提供了快