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目的:通过对出院病人回访,了解患者就诊过程中对医院的满意度,查找工作中存在的不足,以便不断提升医院医疗质量,减少医患矛盾,构建和谐就医环境。方法:运用PDCA管理方法,对回访中提出的医疗质量、服务态度、后勤保障、医疗环境等问题,逐步进行改进。结果:通过不断持续改进,医院满意度得到提高,医院综合服务能力得到提升。结论:电话回访结合PDCA管理有效提升医院的服务能力。
OBJECTIVE: Through the return visit to the discharged patients, we know the satisfaction of the patients in the process of seeking medical services and find the shortcomings in the work, in order to continuously improve the quality of medical care in hospitals, reduce the contradiction between doctors and patients, and build a harmonious medical environment. Methods: The PDCA method was used to improve the medical quality, service attitude, logistics support and medical environment proposed in the visit. Results: Through continuous improvement, the satisfaction of the hospital was improved and the hospital comprehensive service ability was improved. Conclusion: The telephone return combined with PDCA management has effectively improved the hospital’s service capabilities.