某三甲医院电话回访出院病人满意度调查分析  

Investigation and Analysis on the Satisfaction of Discharged Patients through Follow-up Visits by Phone in a Third-Grade Class-A Hospital

作　　者：张蓉蓉 Zhang Rongrong

机构地区：[1]广东省中山市博爱医院,广东中山528403

出　　处：《科教文汇》2020年第22期116-117,140,共3页Journal of Science and Education

摘　　要：目的:了解出院病人对医院医疗、护理、后勤管理等方面的意见,不断提高医疗服务质量。方法:每周由纪检科专职工作人员电话调查并收集前一周住院超过48小时的出院病人对医院工作的意见。结果:2018年共打出33732个回访电话,未接电话9253个,有效回访率为72.57%;2019年共打出35672个回访电话,未接电话9367个,有效回访率为73.74%。经统计,影响出院病人满意度的首要因素为医疗服务质量,其次为总务后勤管理,再次为健康宣教。结论:医疗服务质量是影响医院满意度的主要因素,提高医疗技术、转变服务态度、提高语言沟通艺术是提高出院病人满意度的措施。Objective:To understand the opinions of discharged patients on medical treatment,nursing and logistics management in order to improve the quality of medical service.Methods:The telephone survey was conducted weekly by full-time staff of the discipline inspection department to collect the opinions of discharged patients who had been in hospital for more than 48 hours in the previous week.Results:In 2018,a total of 33,732 return calls were made,9,253 were not answered,and the effective return rate was 72.57%.In 2019,35,672 return calls were made,9,367 were not answered,and the effective return rate was 73.74%.Statistical results show that the primary factor affecting the satisfaction of discharged patients is the quality of medical service,the second is the general affairs logistics management,the third is health education.Conclusion:The quality of medical service is the main factor that affects the satisfaction degree of a hospital.Improving medical technology,changing service attitude and improving the art of language communication are the measures to improve the satisfaction degree of discharged patients.

关 键 词：出院病人 满意度 电话调查 

分 类 号：G642[文化科学—高等教育学]