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目的探讨十堰市某医院后医疗管理的建立与实施对提升医院服务质量、提高患者满意度的价值及意义。方法在院内建立“后医疗管理中心”后,采用电话、短信方式对全院各临床科室的出院患者在住院期间或出院后1周内进行回访,对每位接受回访患者的满意情况、意见及建议进行如实记录并于月底进行汇总统计;对患者住院或出院后的投诉或建议以交流涵形式送达被投诉科室并责令其进行如实调查、核实并以书面形式反馈给后医疗管理中心。由后医疗管理中心相关人员就处理或整改结果反馈给患者。对上述流程按年度进行统计分析。结果建立后医疗管理中心后,2年内共回访收集患者有不满或建议的803人次,其中2010年度实回访41 248人次,回访率为95.23%;回访获得516人次提出不满信息,总满意度为98.75%。2011年度实回访44 562人次,回访率为96.79%;回访获得287人次提出不满或建议,总满意度为99.36%。2011年与2010年相比,患者各项不满事件人次数均有下降,获得回访率也明显提高(P<0.01),患者满意度也获得提升(P<0.01)。结论该医院建立后医疗管理中心,进行定期回访,可随时了解患者的不满事件,通过实时处理并对不满事件改进可有效提升医院服务质量,提高患者满意度。
Objective To explore the value and significance of the establishment and implementation of post-hospital medical management in a hospital in Shiyan City to improve the service quality of hospitals and improve patient satisfaction. Methods After the establishment of the “post-medical management center” in the hospital, the hospitalized patients in the clinical departments of the hospital were interviewed by telephone and SMS within 1 week after hospitalization or within 1 week after discharge. The satisfaction of each patient receiving the follow- Opinions and suggestions are properly recorded and summarized by the end of the month. Complaints or suggestions on patient inpatient or after discharge should be submitted to the complaints department by way of communication and be ordered to be truthfully investigated, verified and reported back to the post-treatment center . Relevant personnel from the post-medical management center will give feedback to the patient about the result of treatment or rectification. The above process for statistical analysis of the annual. Results After the establishment of the Medical Management Center, a total of 803 patients were dissatisfied or suggested to be collected during the two-year follow-up. Among them, 41,248 were returned in 2010, with a return rate of 95.23%; 516 were returned for dissatisfaction and the total satisfaction rate was 98.75 %. In 2011, 44 562 real-time visitors were returned, with a return rate of 96.79%. 287 returning visitors received complaints or suggestions, with a total satisfaction of 99.36%. 2011 compared with 2010, the number of patients with all the dissatisfaction events decreased, access rates were significantly increased (P <0.01), patient satisfaction was also improved (P <0.01). Conclusion The hospital established after the medical management center for regular visits, the patient can understand the dissatisfaction event at any time, through real-time processing and improvement of the dissatisfaction event can effectively improve the quality of hospital services and improve patient satisfaction.