2859例出院患者电话随访中反映的问题及分析  

The hospitalized problems and analysis from 2859 discharged patients by telephone follow-up

作　　者：谢凤兰[1] 佘喜云[1] 蔡卫[1] 陈利芬[1] 何瑾云[1] 林芳宇[1] 成守珍[1] 

机构地区：[1]中山大学附属第一医院护理部,广州市510080

出　　处：《中国护理管理》2013年第2期73-76,共4页Chinese Nursing Management

基　　金：广东省自然科学基金资助项目(07001681)

摘　　要：目的:通过电话随访了解2859例出院患者反映的住院期间问题并加以分析,以达到持续改进服务质量的目的。方法:于2011年9月至2012年2月,采用电话随访的方式对2859例出院患者进行调查,采用开放性的交流方法,了解患者住院期间在病房设施、医院管理、护理服务和医疗服务中发现的问题。结果:2859例出院患者共反映住院期间发现的问题494件,其中病房设施203件,医院管理112件,护理服务95件,医疗服务84件。结论:电话随访出院患者能客观了解其在住院期间发现的问题,医院应针对患者反映的问题制定相应的整改措施,营造良好的住院环境,不断改进护理服务质量,满足患者多方面的需求。Objective： To understand the hospitalized problems from 2859 discharged patients by telephone follow-up and to attain the goal of continuous quality improvement. Methods： From September 2011 to February 2012, 2859 discharged patients were interviewed by telephone follow-up. We used open communication to understand the hospitalized problems of ward facilities, hospital management, nursing services and medical services. Results： All 2859 discharged patients reflected a total of 494 hospitalized problems, including 203 about ward facilities,112 about hospital management ,95 about nursing services ,and 84 about medical services. Conclusion： Telephone follow-up of discharged patients could reflect their hospitalized problems objectively. The hospital manager should take appropriate corrective measures for patients＇ problems, create a good hospital environment, improve nursing service and meet the hospitalized patients＇ needs.

关 键 词：电话随访 患者体验 持续质量改进 

分 类 号：R47[医药卫生—护理学]