【摘要】：在如今社會(huì)醫(yī)療市場(chǎng)形式嚴(yán)峻,醫(yī)療行業(yè)競(jìng)爭(zhēng)日趨白熱化的情形下,現(xiàn)代化醫(yī)院要在激烈的競(jìng)爭(zhēng)中站穩(wěn)腳跟,就應(yīng)當(dāng)以患者的需求為根本。本研究對(duì)某醫(yī)院2011～2016年出院患者電話(huà)隨訪(fǎng)結(jié)果進(jìn)行了分析,以期為醫(yī)院改進(jìn)服務(wù)質(zhì)量,提高管理水平提供科學(xué)依據(jù)。本文在對(duì)2011年至2013年出院患者電話(huà)隨訪(fǎng)問(wèn)卷進(jìn)行分析的基礎(chǔ)上,結(jié)合各科專(zhuān)家的評(píng)估修改意見(jiàn),制定出了更符合醫(yī)院現(xiàn)狀的標(biāo)準(zhǔn)隨訪(fǎng)問(wèn)卷。2014年至2016年應(yīng)用該隨訪(fǎng)問(wèn)卷進(jìn)行電話(huà)隨訪(fǎng),并制定了隨訪(fǎng)情況綜合評(píng)分制度和考核獎(jiǎng)勵(lì)方法。結(jié)果表明:有效隨訪(fǎng)率由2014年的87%上升到2016年的92.3%;隨訪(fǎng)問(wèn)卷各項(xiàng)問(wèn)題的滿(mǎn)意度三年來(lái)均呈現(xiàn)逐年遞增趨勢(shì);全院72%的科室隨訪(fǎng)綜合評(píng)分呈現(xiàn)逐年遞增趨勢(shì),燒傷科、耳鼻喉三年均列全院排名前五位;皮膚科由2014年的全院22位,上升為2016年的全院排名第一;三年內(nèi)共有1571人次醫(yī)務(wù)人員受到患者點(diǎn)名表?yè)P(yáng),其中有78人榮獲季度"服務(wù)明星"稱(chēng)號(hào)。出院患者電話(huà)隨訪(fǎng)工作可有效增加醫(yī)院與患者間的溝通,將電話(huà)隨訪(fǎng)綜合評(píng)分結(jié)果與醫(yī)院考核機(jī)制結(jié)合起來(lái)對(duì)醫(yī)院管理起到顯著推動(dòng)作用,增加了醫(yī)院的競(jìng)爭(zhēng)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.
【學(xué)位授予單位】：內(nèi)蒙古大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：R197.3

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