电话随访录音播放患者意见在提升护理服务质量中的应用  

Application of telephone follow-up recording and playback on the improvement of nursing service quality

作　　者：罗忠梅[1,2] 万里[1,3] 张相云[1,2] 雷菊红[1,2] 张洪清[1,2] 高爱煜[1,3] 

机构地区：[1]长江大学附属第一医院 [2]荆州市第一人民医院手术室,434000 [3]荆州市第一人民医院客户服务中心,434000

出　　处：《护理管理杂志》2013年第3期196-197,共2页Journal of Nursing Administration

基　　金：荆州市科研基金项目(20101p039-10)

摘　　要：目的探讨电话随访录音播放患者意见在提升护理服务质量中的应用效果。方法建立随访录音库,选择电话录音播放,并针对问题进行持续改进。结果护理人员对患者意见和建议的态度以及患者满意度均提高(P<0.01)。结论电话随访录音播放使护理人员感受深刻,促进了护理服务质量的持续改进,提高了患者满意度。Objective To explore the application and effects of telephone follow - up recording and playback on the improvement of nursing service quality. Methods Telephone follow - up recording database was hulit and played back, continuous improvement was taken contraposing the patients; suggestion. Results Nurses; attitudes toward patients＇opinions and suggestions and patient satisfaction were improved significantly （ P 〈 0.01 ）. Conclusion Telephone follow- up recording and playback makes nursing staffs a deep imprssion, promotes the continuous quality improvement of nursing services and increases patients satisfaction.

关 键 词：电话随访 录音 护理质量 

分 类 号：C931.2[经济管理—管理学]