By visual platform of discharged patient phone follow up, problems of process management has been found to assure orientation of continuous quality promotion and provide health education for patients. Head nurses who have many years of experience and middle and abovehealth education was also carried out. Problems were classified and summarized and was feedback to junior, middle and senior directors. Patient' s satisfaction rate was promoted from 96.65% in 2008 to 98.22% in 2009.%通过对出院患者电话回访的视窗平台,找出过程管理存在的不足,确定质量持续改进的方向,为患者提供健康指导和援助.选聘具有多年临床管理经验、中级以上职称的护士长担任电话回访者,采用了密闭式和开放式沟通交流相结合,对医护质量管理、医患沟通、服务态度、后勤管理等内容的满意度和质量管理进行回访,同时为患者提供必要的健康指导.同时把回访中的问题进行分类、汇总,向基层、中、高层管理部门领导反馈,经过两年多的努力使患者年平均满意度由2008年的96.65%提升至2009年的98.22%.
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