在医院管理中开展出院患者电话随访的作用研究

发布时间：2018-11-15 20:33

【摘要】：在如今社会医疗市场形式严峻,医疗行业竞争日趋白热化的情形下,现代化医院要在激烈的竞争中站稳脚跟,就应当以患者的需求为根本。本研究对某医院2011～2016年出院患者电话随访结果进行了分析,以期为医院改进服务质量,提高管理水平提供科学依据。本文在对2011年至2013年出院患者电话随访问卷进行分析的基础上,结合各科专家的评估修改意见,制定出了更符合医院现状的标准随访问卷。2014年至2016年应用该随访问卷进行电话随访,并制定了随访情况综合评分制度和考核奖励方法。结果表明:有效随访率由2014年的87%上升到2016年的92.3%;随访问卷各项问题的满意度三年来均呈现逐年递增趋势;全院72%的科室随访综合评分呈现逐年递增趋势,烧伤科、耳鼻喉三年均列全院排名前五位;皮肤科由2014年的全院22位,上升为2016年的全院排名第一;三年内共有1571人次医务人员受到患者点名表扬,其中有78人荣获季度"服务明星"称号。出院患者电话随访工作可有效增加医院与患者间的沟通,将电话随访综合评分结果与医院考核机制结合起来对医院管理起到显著推动作用,增加了医院的竞争力。
[Abstract]:With the severe social medical market and the increasingly fierce competition in the medical industry, modern hospitals should base themselves on the needs of patients if they want to take a firm foothold in the fierce competition. The results of telephone follow-up of discharged patients in a hospital from 2011 to 2016 were analyzed in order to provide scientific basis for improving service quality and management level. Based on the analysis of the telephone follow-up questionnaire of discharged patients from 2011 to 2013, this article combines with the evaluation and revision of experts in various disciplines. A standard follow-up questionnaire, which is more suitable for hospital status, was developed and used to follow up by telephone from 2014 to 2016, and a comprehensive scoring system of follow-up conditions and a method of assessment and reward were developed. The results showed that the effective follow-up rate increased from 87% in 2014 to 92.3% in 2016. The follow-up scores of 72% of the departments in the whole hospital showed an increasing trend year by year. The department of burn, otolaryngology and otolaryngology were ranked among the top 5 of the whole hospital for three years, and the dermatology department ranked first in 2016 from 22 in 2014. A total of 1571 medical staff were named and praised in three years, 78 of whom were named service stars of the season. The telephone follow-up of discharged patients can effectively increase the communication between the hospital and the patients. The combination of the results of the telephone follow-up comprehensive score and the evaluation mechanism of the hospital plays a significant role in promoting hospital management and increasing the competitiveness of the hospital.
【学位授予单位】：内蒙古大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：R197.3

【参考文献】