入院访视配合出院电话回访 满意度调查在医院管理中的作用 成都市第.doc

入院访视配合出院电话回访 满意度调查在医院管理中的作用 成都市第六人民医院 向蜀慧 摘要：目的：解决病人需要解决的问题。随着医疗卫生市场的竞 争日益激烈，病人对医院的满意程度成为衡量医院工作的重要尺度，也成为影响病人选择医院最重要的指标之一，更成为医院生存和发展的前提。随着医疗模式的不断改变，越来越需要体现出对患者人文关怀的新的医疗理念。方法：增加新入患者访视配合出院病人电话回访进行满意度调查。即：专人每日到病房访视前一天入院病人满意度（危重病人除外）；每日电话访视出院病人满意度； 结果：能增加医患双方的主动性，缩短医患之间的距离，有利于医患之间的和谐，对医院管理、提升形象、行风建设有着重要的作用。 Abstract:Target:Solve the problem which the patients need to be solved.As the competition of the market of Medical Treatment and Public Health being more and more fierce,the extent of patients’ pleased to hospital has become the important scale for hospital to measure their own work and also has become the most important factor for patients to choose the hospital which they will be in and has become the premise of hospitals’ survival and development further.Moreover, as the endless changing of medical model,the new medical idea which give expression to the humanistic care to patients sufficiently is more and more needed in our society. Method: Proceeding the investigation of satisfaction through adding the visit to the new patients and the call back to the patients who leave hospital coordinately.It means that there should be a special man going to the sickroom to investigate the satisfaction of the new patients who are in last day(except the serious patients) everyday and have a phone call to the satisfaction of the patients who just leave hospital.Result:Increasing the initiative of patients and doctors both side and shorten the distance of patients and doctors which to the benefit of the harmony between the patients and the doctors and also has a very crucial effect on the management and increasing the image and promoting the medical ethics construction of our hospital. 关键词：入院访视、电话回访、满意度调查、医院管理 改进服务态度、提高医疗质量、树立良好医院形象是我院工作重点之一。为此，我院从2008年1月开始增加新入患者访视配合出院病人电话回访进行满意度调查。即：专人每日到病房访视前一天入院病人满意度（危重病人除外）；每日电话回访出院病人满意度；实施入院访视配合出院电话回访，及时发现和反馈医院存在的不足，统计入院、出院病员满意率，为医院领导决策提供参考；现将我院开展入院访视配合出院电话回访工作体会报告如下： 1方法 1.1我院一直重视入院病员访视配合出院病员电话回访满意度调查工作，二者调查的内容基本相同。 1.1.1入院病员访视是由专人每日从医