满意度热线回访与精神科患者住院体验的优化  

Satisfaction Hotline Return Visit and Optimization of Hospitalization Experience for Psychiatric Patients

作　　者：李兴艳[1] 崔利军[1] 李静[1] 齐国娥[1] 李占敏[1] 田贵平[1] LI Xing-yan;CUI Li-jun;LI Jing;QI Guo-e;LI Zhan-min;TIAN Gui-ping(The Sixth People Hospital of Hebei Province,Baoding,Hebei 071000,China)

机构地区：[1]河北省第六人民医院,河北省保定市071000

出　　处：《现代医院管理》2020年第2期43-47,共5页Modern Hospital Management

基　　金：河北省保定市科技局社发类项目“河北省心理援助热线的求助者特征分析”(18ZF322)。

摘　　要：目的通过对出院精神病患者及其家属的回访电话的数据和内容进行分析,总结河北省第六人民医院的满意度指标,并提出相关的优化方案。方法对41444例次出院精神病患者的回访电话进行归类总结分析。结果精神病患者对医风医德和医院技术设备、医生服务满意度最高,分别为99.98%、99.88%、99.95%。封闭病房的患者满意度逐年上升,出院患者复诊率平均为64.37%。结论进一步整改医疗服务,可以优化医院医疗服务职能,提升医疗服务质量。Objective:Through the analysis of the data and contents of the return calls of discharged psychiatric patients and their families,the satisfaction index of No.6 People’s Hospital of Hebei Province was summarized,and the relevant optimization plan was put forward.Method:The return calls of 41,444 discharged psychiatric patients were classified and analyzed.Result:Patients with psychiatric illness had the highest satisfaction with medical ethics,hospital technical equipment and doctor services,which were 99.98%,99.88%and 99.95%,respectively.The patient satisfaction of the closed ward increased year by year,and the average return rate of discharged patients was 64.37%.Conclusion:Further rectification of medical services can optimize the medical service function of hospitals and improve the quality of medical services.

关 键 词：精神疾病患者 满意度回访 患者复诊率 医疗服务 住院体验 

分 类 号：R197[医药卫生—卫生事业管理]