本文關(guān)鍵詞： 三級電話回訪 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:通過對糖尿病出院患者開展“三級電話回訪”,觀察對患者滿意度和血糖控制的干預(yù)效果。在滿意度對比分析中,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,加強醫(yī)院管理,改進(jìn)醫(yī)療服務(wù),培養(yǎng)醫(yī)院忠誠病人群體提供新的管理方法。方法:在參考國內(nèi)外文獻(xiàn)和做法的基礎(chǔ)上,采取完全隨機抽樣方法,抽取滄州某醫(yī)院糖尿病科2015年5月份200名出院患者,隨機設(shè)置實驗組(n=100)和對照組(n=100),實驗組接受三級電話回訪,即一級電話回訪:結(jié)合出院患者病情,由主管醫(yī)生給予電話回訪指導(dǎo);二級電話回訪:由醫(yī)院隨訪中心對患者病情以外的服務(wù)、費用、流程、管理、醫(yī)德醫(yī)風(fēng)等情況予以電話回訪;三級電話回訪:由醫(yī)院健康教育科為出院患者免費建檔開展疾病隨訪和疾病管理。對照組不予三級電話回訪。利用已開展信度和效度檢驗的《出院患者滿意度評價指標(biāo)體系》對實驗組對照組進(jìn)行問卷調(diào)查和資料收集,對問卷結(jié)果采用SPSS 19.0統(tǒng)計學(xué)軟件進(jìn)行t檢驗、X2檢驗、Mann-Whitney Test等,觀察實驗組和對照組滿意度差別及出院患者12個月復(fù)查血糖指標(biāo)。同時對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:實驗組較對照組滿意度差異有顯著性意義(P0.05),整體上實驗組滿意度88.1%,對照組滿意度84.78%;各二級指標(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(實驗組81%,對照組77.3%),診療流程滿意度(實驗組88.22%,對照組84.88%),服務(wù)態(tài)度滿意度(實驗組87.96%,對照組84.36%),醫(yī)療費用滿意度(實驗組為88.28%,對照組為83.02%),醫(yī)德醫(yī)風(fēng)滿意度(實驗組為93.02%,對照組為91.58%),診療技術(shù)滿意度(實驗組為91.88%,對照組為89.26%)。同時得出影響醫(yī)院患者滿意度的關(guān)鍵因素,如療效、時間、交通、費用、流程、醫(yī)德醫(yī)風(fēng)、住院環(huán)境、衛(wèi)生等綜合因素,醫(yī)院管理者可針對性對這些領(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個月復(fù)查值,實驗組較對照組空腹血糖、餐后2小時血糖指標(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“三級電話回訪”,可有效提升患者滿意度,將疾病管理引入第三級回訪,可增強患者依從性和疾病自我管理能力,干預(yù)對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指標(biāo)。三級電話回訪,作為一項提高患者滿意度,改進(jìn)醫(yī)療服務(wù)的措施,具有很強的推廣意義。
[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)位級別】：碩士
【學(xué)位授予年份】：2016
【分類號】：R473.5

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