电话随访住院患者满意度分析  

Analysis of satisfaction degree in inpatients by follow-up telephone

作　　者：董玫[1] 田京发[1] 王晓敏[1] 李秋[1] 

机构地区：[1]解放军总医院第一附属医院门诊部,北京市100048

出　　处：《护理管理杂志》2012年第10期757-758,共2页Journal of Nursing Administration

摘　　要：目的通过电话随访调查住院患者满意度,以提升医院医疗、护理服务水平。方法对出院44 067例患者进行电话随访,调查对医师治疗、治疗结果、病房管理、责任护士的责任心及服务态度、护士的主动服务意识、医疗收费和医德医风7个方面的满意度。结果 59岁及以下的患者在医师治疗和病房管理方面满意度高于≥60岁患者,组间比较差异具有统计学意义(P<0.01或P<0.05);≤30岁患者在护士的主动服务意识和医疗收费方面,满意度较其他两组低,差异具有统计学意义(P<0.05)。公费医疗患者在医师治疗、护士的主动服务意识方面满意度最高,在病房管理方面满意度最低,差异具有统计学意义(P<0.05);北京地区医疗保险患者在护士的主动服务意识方面满意度最低,差异具有统计学意义(P<0.05)。结论电话随访能了解临床实际状况、不同年龄和不同费用类别住院患者满意度,协调医患关系,更好地提高服务质量和患者满意度。Objective To investigate the satisfaction degree of inpatients through follow - up telephone, and to improve the service level of medical and nursing. Methods Through follow - up telephone, 44 067 patients were investigated about their satisfaction to doctors＇ treatment, outcome, ward management, nurses＇responsibility, nurses＇active service consciousness, medical fees and medical ethics. Results The satisfaction of patients with less than 59 years - old were significantly better than the elderly in doctors＇treatment and ward management, the difference between groups was significant （ P 〈 0.01 or P 〈 0.05 ）. The satis- faction of patients with less than 30 years - old was significantly lower than the others in service consciousness and medical fees, the difference was significant sta- tistically （P 〈 0.05 ）. The satisfaction of patients with free medical care were better than others in doctors＇treatment and fees, but lower in ward management, the difference was significant statistically（ P 〈0.05 ）. The satisfaction of patients with medical insurance from Beijing were lower than the others in nurses＇ service consciousness, the difference was significant statistically（ P 〈 0. 05 ）. Conclusion Through follow -up telephone, we could know the clinical actual situation, different satisfaction degrees of different age groups and medical insurance of patients, so as to be helpful to coordinate the doctor - patient relationship, and im- prove the service quality and satisfaction of iupatients.

关 键 词：电话随访 住院患者 满意度 

分 类 号：C931.2[经济管理—管理学]