本文關(guān)鍵詞： 三級(jí)電話回訪 糖尿病 滿意度 血糖 影響　出處：《河北醫(yī)科大學(xué)》2016年碩士論文　論文類型：學(xué)位論文

【摘要】：目的:通過(guò)對(duì)糖尿病出院患者開展“三級(jí)電話回訪”,觀察對(duì)患者滿意度和血糖控制的干預(yù)效果。在滿意度對(duì)比分析中,發(fā)現(xiàn)醫(yī)院整體醫(yī)療技術(shù)、服務(wù)水平、預(yù)防保健、內(nèi)部流程等方面的薄弱環(huán)節(jié),為提升患者滿意度,加強(qiáng)醫(yī)院管理,改進(jìn)醫(yī)療服務(wù),培養(yǎng)醫(yī)院忠誠(chéng)病人群體提供新的管理方法。方法:在參考國(guó)內(nèi)外文獻(xiàn)和做法的基礎(chǔ)上,采取完全隨機(jī)抽樣方法,抽取滄州某醫(yī)院糖尿病科2015年5月份200名出院患者,隨機(jī)設(shè)置實(shí)驗(yàn)組(n=100)和對(duì)照組(n=100),實(shí)驗(yàn)組接受三級(jí)電話回訪,即一級(jí)電話回訪:結(jié)合出院患者病情,由主管醫(yī)生給予電話回訪指導(dǎo);二級(jí)電話回訪:由醫(yī)院隨訪中心對(duì)患者病情以外的服務(wù)、費(fèi)用、流程、管理、醫(yī)德醫(yī)風(fēng)等情況予以電話回訪;三級(jí)電話回訪:由醫(yī)院健康教育科為出院患者免費(fèi)建檔開展疾病隨訪和疾病管理。對(duì)照組不予三級(jí)電話回訪。利用已開展信度和效度檢驗(yàn)的《出院患者滿意度評(píng)價(jià)指標(biāo)體系》對(duì)實(shí)驗(yàn)組對(duì)照組進(jìn)行問(wèn)卷調(diào)查和資料收集,對(duì)問(wèn)卷結(jié)果采用SPSS 19.0統(tǒng)計(jì)學(xué)軟件進(jìn)行t檢驗(yàn)、X2檢驗(yàn)、Mann-Whitney Test等,觀察實(shí)驗(yàn)組和對(duì)照組滿意度差別及出院患者12個(gè)月復(fù)查血糖指標(biāo)。同時(shí)對(duì)電話回訪征詢的意見建議進(jìn)行分析,提出整改措施。結(jié)果:實(shí)驗(yàn)組較對(duì)照組滿意度差異有顯著性意義(P0.05),整體上實(shí)驗(yàn)組滿意度88.1%,對(duì)照組滿意度84.78%;各二級(jí)指標(biāo)滿意度差異均有顯著性意義(P0.05),其中,診療環(huán)境滿意度(實(shí)驗(yàn)組81%,對(duì)照組77.3%),診療流程滿意度(實(shí)驗(yàn)組88.22%,對(duì)照組84.88%),服務(wù)態(tài)度滿意度(實(shí)驗(yàn)組87.96%,對(duì)照組84.36%),醫(yī)療費(fèi)用滿意度(實(shí)驗(yàn)組為88.28%,對(duì)照組為83.02%),醫(yī)德醫(yī)風(fēng)滿意度(實(shí)驗(yàn)組為93.02%,對(duì)照組為91.58%),診療技術(shù)滿意度(實(shí)驗(yàn)組為91.88%,對(duì)照組為89.26%)。同時(shí)得出影響醫(yī)院患者滿意度的關(guān)鍵因素,如療效、時(shí)間、交通、費(fèi)用、流程、醫(yī)德醫(yī)風(fēng)、住院環(huán)境、衛(wèi)生等綜合因素,醫(yī)院管理者可針對(duì)性對(duì)這些領(lǐng)域進(jìn)行改進(jìn)提高,從而改進(jìn)醫(yī)療服務(wù)�；颊叱鲈�12個(gè)月復(fù)查值,實(shí)驗(yàn)組較對(duì)照組空腹血糖、餐后2小時(shí)血糖指標(biāo)差異有顯著性意義(P0.05)。結(jié)論:在糖尿病出院患者中進(jìn)行“三級(jí)電話回訪”,可有效提升患者滿意度,將疾病管理引入第三級(jí)回訪,可增強(qiáng)患者依從性和疾病自我管理能力,干預(yù)對(duì)患者血糖控制起到了一定的作用,部分改善出院患者愈后各項(xiàng)指標(biāo)。三級(jí)電話回訪,作為一項(xiàng)提高患者滿意度,改進(jìn)醫(yī)療服務(wù)的措施,具有很強(qiáng)的推廣意義。
[Abstract]:Objective: to observe the effect of intervention on patients' satisfaction and blood sugar control by "three-level telephone return visit" to patients with diabetes mellitus discharged from hospital. In the comparative analysis of satisfaction, we found the overall medical technology and service level of the hospital. In order to improve patients' satisfaction, strengthen hospital management and improve medical services, preventive health care, internal processes and other weak links. Methods: on the basis of reference of literature and practice at home and abroad, complete random sampling was adopted. In May 2015, 200 patients were selected from the Diabetes Department of Cangzhou Hospital. The experimental group and control group were randomly divided into two groups: the experimental group and the control group. The experimental group received a telephone call back to the third class. That is, a telephone return visit: combined with discharged patients, by the competent doctor to give telephone return visit guidance; Second-level telephone return visit: the hospital follow-up center for patients beyond the condition of the service, fees, processes, management, medical ethics and so on to call back; III telephone return visit:. The health education department of the hospital carried out the disease follow-up and disease management for discharged patients free of charge. The control group did not return to the third grade telephone. The evaluation index system of the satisfaction degree of discharged patients was used to evaluate the reliability and validity of the system. The control group was investigated by questionnaire and data collection. The results of the questionnaire were analyzed by SPSS 19.0 software. T test and X 2 test were used to test Mann-Whitney Test and so on. To observe the difference of satisfaction between the experimental group and the control group, and to review the blood glucose index of the discharged patients at 12 months. At the same time, to analyze the opinions and suggestions of the telephone return visit. Results: compared with the control group, the satisfaction degree of the experimental group was significantly higher than that of the control group (P 0.05). The overall satisfaction of the experimental group was 88.1m, and that of the control group was 84.78g; There was significant difference in the satisfaction degree between the two indexes (P 0.05). Among them, the satisfaction degree of diagnosis and treatment environment (the experimental group 81, the control group 77.3). The satisfaction of the diagnosis and treatment process was 88.22 in the experimental group, 84.88 in the control group, and in the service attitude (87.96 in the experimental group and 84.36in the control group). The satisfaction degree of medical expenses was 88.28 in the experimental group, 83.02 in the control group and 93.02 in the experimental group and 91.58 in the control group. The satisfaction degree of diagnosis and treatment technology was 91.88 in the experimental group and 89.26 in the control group. At the same time, the key factors affecting the patient satisfaction were obtained, such as curative effect, time, transportation, cost and flow. Medical ethics, hospital environment, health and other comprehensive factors, hospital managers can be targeted to improve these areas, thereby improving medical services. Patients discharged from hospital 12 months review value. Compared with the control group, the fasting blood glucose and 2 hours postprandial blood glucose in the experimental group were significantly different (P 0.05). Conclusion: in the patients with diabetes mellitus discharged from hospital, the "three level telephone return visit" was carried out. It can effectively improve patients' satisfaction, introduce disease management into the third level of return visits, can enhance patients' compliance and disease self-management ability, and intervention plays a certain role in the control of patients' blood sugar. As a measure to improve patients' satisfaction and improve medical service, it is of great significance to popularize the three-level telephone return visit.
【學(xué)位授予單位】：河北醫(yī)科大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2016
【分類號(hào)】：R473.5

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 鄭訪江;邱玉梅;李丹琳;敬戰(zhàn)萍;張曉嵐;張彩云;文建強(qiáng);;甘肅省三級(jí)醫(yī)院健康教育現(xiàn)況調(diào)查[J];中國(guó)健康教育;2015年03期

2 黃海東;;浙江省舟山市某醫(yī)院潰瘍性結(jié)腸炎患者健康教育的效果評(píng)價(jià)[J];中國(guó)健康教育;2014年04期

3 周綠林;張婷婷;王森;;醫(yī)療服務(wù)質(zhì)量與患者滿意度關(guān)系研究[J];中國(guó)衛(wèi)生事業(yè)管理;2014年01期

4 黃菊花;余小花;;電話回訪出院患者服務(wù)滿意度調(diào)查中的應(yīng)用[J];醫(yī)學(xué)理論與實(shí)踐;2013年24期

5 袁素維;高星;劉雯薇;楊小冉;陶婧婧;李志建;曹劍濤;張哲;陸琳;馬進(jìn);;北京市改革試點(diǎn)公立醫(yī)院住院患者滿意度調(diào)查[J];上海交通大學(xué)學(xué)報(bào)(醫(yī)學(xué)版);2013年06期

6 唐月紅;安海蓉;姜小明;王巖;李昕;李建文;;平衡計(jì)分卡指標(biāo)體系在績(jī)效評(píng)價(jià)中的應(yīng)用[J];醫(yī)院管理論壇;2012年12期

7 丁小容;杜艷麗;鄧小梅;羅捷;;電話回訪出院患者護(hù)理滿意度的調(diào)查分析[J];中國(guó)實(shí)用護(hù)理雜志;2012年30期

8 李愛玲;卜曉英;曹安香;張萌;呂裕霞;謝景紅;趙廣宇;;患者滿意度測(cè)評(píng)對(duì)醫(yī)院發(fā)展的促進(jìn)作用[J];武警醫(yī)學(xué);2012年08期

9 王t$t$;郭繼志;于長(zhǎng)海;;社區(qū)衛(wèi)生服務(wù)患者滿意度評(píng)價(jià)引入第三方評(píng)價(jià)的分析研究[J];中國(guó)衛(wèi)生事業(yè)管理;2011年10期

10 韓水芳;周宜筠;翁湘;鄭念;;門診患者滿意度調(diào)查分析[J];中國(guó)衛(wèi)生事業(yè)管理;2011年10期

，

本文編號(hào)：1484199