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.
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 col- lected 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 pro- pose the effective and collective measures,to better offter service for patients,and to provide the effective ways to im- prove service quality and management level of the hospital.
出处
《中国当代医药》
2013年第32期174-175,共2页
China Modern Medicine
关键词
出院患者
电话随访
问题分析
Discharged patients
Telephone follow-up
Problems analysis
