医院管理论坛
醫院管理論罈
의원관이론단
Hospital Management Forum
2015年
9期
11-12
,共2页
出院病人%电话随访%体会
齣院病人%電話隨訪%體會
출원병인%전화수방%체회
Discharged Patients%Telephone Follow-up%Reflections
目的探讨提高病人满意度的对策。方法电话随访6116位出院患者，总结影响病人满意度的主要因素：服务态度、医疗技术水平、沟通技能、责任心、健康指导等。结果优质的服务态度、过硬的医疗技术水平、良好的沟通技能、高度的责任心、及时的健康指导是提高出院病人满意度的重要因素。结论电话随访满意度调查可以客观、公正的评价医疗服务，可以建立起和谐的医患者关系，通过电话随访、持续改进，既提升了医院的服务层次，又使医院在社会树立了良好的形象。
目的探討提高病人滿意度的對策。方法電話隨訪6116位齣院患者，總結影響病人滿意度的主要因素：服務態度、醫療技術水平、溝通技能、責任心、健康指導等。結果優質的服務態度、過硬的醫療技術水平、良好的溝通技能、高度的責任心、及時的健康指導是提高齣院病人滿意度的重要因素。結論電話隨訪滿意度調查可以客觀、公正的評價醫療服務，可以建立起和諧的醫患者關繫，通過電話隨訪、持續改進，既提升瞭醫院的服務層次，又使醫院在社會樹立瞭良好的形象。
목적탐토제고병인만의도적대책。방법전화수방6116위출원환자，총결영향병인만의도적주요인소：복무태도、의료기술수평、구통기능、책임심、건강지도등。결과우질적복무태도、과경적의료기술수평、량호적구통기능、고도적책임심、급시적건강지도시제고출원병인만의도적중요인소。결론전화수방만의도조사가이객관、공정적평개의료복무，가이건립기화해적의환자관계，통과전화수방、지속개진，기제승료의원적복무층차，우사의원재사회수립료량호적형상。
Objective To investigate measures to improve patient satisfaction.Methods Telephone follow-up of 6116 discharged patients was conducted to summarize major factors impacting patient satisfaction: service attitude, level of medical technology, communication skills, sense of responsibility and health guidance.Results High-quality service, excellent medical skills, good communication skills, high sense of responsibility and timely health guidance are major factors in improving satisfaction degree of discharged patients.Conclusion Satisfaction surveys with telephone follow-up permit objective and fair evaluation of medical services, and establishment of harmonious doctor-patient relationship. Continuous improvement through telephone follow-up can not only enhance the hospital's service level, but also allow the hospital to establish a good image in society.
