医院客户服务管理系统在出院患者随访中的应用研究  

The research of the application of Hospital Customer Service Management System in the follow up care of patients out of hospital after treatment

作　　者：蔡军红[1] 

机构地区：[1]广东省深圳市宝安区人民医院,深圳市518101

出　　处：《护理实践与研究》2016年第6期129-131,共3页Nursing Practice and Research

摘　　要：目的:探讨医院客户服务管理系统在出院患者随访中的应用价值。方法:我院自2013年4月开始对出院患者采用医院客户服务系统开展院外随访。记录和对比采用医院客户服务管理系统随访前后出院患者的随访成功率、投诉率、随访患者满意度。结果:应用医院客户服务系统,提高了随访成功率,投诉率下降,提高了患者满意度,差异比较有统计学意义(P<0.05)。结论:对出院患者采用医院客户服务管理系统开展电话随访,对医疗工作服务质量进行有效监督和持续改进,促进了医患之间的沟通,提升了医疗服务质量及效率,为患者今后就医提供了更好的医疗体验和健康指导,值得在临床推广。Objective： To discuss and investigate the application value of hospital customer service management system in the follow up care for patients out of hospital after treatment.Methods： our hospital has started since april 2013 follow up care for patients out of hospital after treatment with the hospital customer service management system.The follow up care success rate,complaint rate,satisfaction of patients after treatment were recorded and compared via hospital customer service management system.Results： the follow up care success rate and patient satisfaction has been improved,the complaint rate has decreased by the application of Hospital customer service management system and the difference was statistical significance（ P 0.05）.Conclusion： with follow up care for patients after treatment out of hospital via phone call by the application of hospital customer service management system,medical service quality has been effectively monitored and continuously improved,communication between doctors and patients has been improved,medical service quality and efficiency has been enhanced,and the system has provided a better medical experience and health instruction for patients in the future and is good for promotion in practice.Effectively reduces the rate of oral mucosa and respiratory tract infection,and kills the conditional pathogens in the environment.

关 键 词：医院信息系统 客户服务管理系统 随访 

分 类 号：R47[医药卫生—护理学]