摘要
目的分析口腔医院门诊患者电话随访结果,评价电话随访对改进医院服务的影响。方法由接诊护士登记患者的姓名、诊断、治疗项目、复诊时间、联系电话号码等信息。前台护士于每日下班前随机抽取门诊治疗后2～3 d的患者进行电话随访,随访内容主要包括是否愿意接受电话随访以及对门诊治疗的满意度等。结果4年电话随访门诊患者23 244人次,95.7%(22 307/23 244)的患者对电话随访表示欢迎,0.9%(213/23 244)的患者表示无所谓,3.1%(724/23 244)的患者表示不欢迎;在满意度方面,患者对医生服务态度满意度最高,达到90.4%(21 060/23 307);受访患者对挂号收费以及放射工作人员的服务满意度较低,其中对挂号收费人员服务态度不满意率达21.3%(4 955/23 307)。结论通过电话随访可以收集患者对医院服务过程及服务质量的意见,有利于医院服务持续改进。
Objective To evaluate the clinical results of follow-up for dental patients by phonecall. Methods In this four-years＇ study, 23 307 patients with dental problems were included. They were followed up by phonecall amt the patient＇ s address, name, diagnosis, treatment programs, referral time, contact phone number have been enrolled. The outpatients were called nurses 2-3 days after treatment who have been choosen in random sample in the daily work. Inves- tigatiun content mainly includes the acceptance of telephone follow-up as well as satisfaction of outpatient treatment. Re- suits For the telephone follow up, 3.1% patients were unsatisfactory, 95.7% of patients express satisfactory and 0.9% express no feeling, 90.4% express satisfaetory about the medical service of doctors, but not the service department and medical charges, 21.3% of outpatients feel unsatisfactory with about the medical fees. Conclusion Telephone follow-up is helpfid to the collection of outpatient advice, and also improvement of hospital service.
出处
《广东牙病防治》
2012年第9期496-498,共3页
Journal of Dental Prevention and Treatment
关键词
随访
口腔医院
门诊患者
随访研究
牙科
医院
门诊病人
Follow up
Dental hospital
OutpatientsFollow-up studies
Dental service, hospital
Outpatients
