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目的通过电话随访出院患者的方式,对出院患者进行随访,调查患者住院期间对本院医疗水平、服务质量的满意度,进而对随访数据进行统计分析,找出问题原因及解决措施。方法对2014年出院患者32 451例进行了电话随访,应用统计学柏拉图方法分析数据。结果影响患者满意度低的主要因素:2014年1季度,是医师服务态度,不满意1071例,占总数的32.8%;2014年2季度,是护士技术水平,不满意882例,占总数的42.3%;2014年3季度,是就医环境,不满意例数792,占总数的30.8%;2014年4季度,是辅助科室服务态度不满意1009例,占总数的31%。结论根据对患者满意度随访发现,医院可以在建立科学合理的考核评价体系基础上,通过从就医环境、医师护士的服务水平、技能水平方面进行管理提升,从而更好地为患者服务,促进医院持续发展。
Objective To follow-up the discharged patients by telephone, investigate the patients’ satisfaction with the medical level and service quality during their hospitalization, and then make statistical analysis on the follow-up data to find out the causes and solutions. Methods A total of 32 451 discharged patients in 2014 were followed up by telephone, and the data were analyzed by the statistical Platonic method. Results The main factors affecting the patients’ satisfaction were low: 1Q14 was the attitude of doctors, unsatisfied with 1071 cases, accounting for 32.8% of the total; in 2Q14, it was the technical level of nurses, 882 unsatisfied, accounting for 42.3% of the total %; In the third quarter of 2014, the number of people who were hospitalized was unsatisfied with 792, accounting for 30.8% of the total. In the fourth quarter of 2014, 1009 patients were dissatisfied with their service attitude, accounting for 31% of the total. Conclusion According to the follow-up of patient satisfaction, the hospital can establish a scientific and reasonable assessment system, based on the medical environment, from the service level of doctors and nurses to improve management skills to better serve patients and promote the hospital Continuous development.