針對(duì)出院患者電話隨訪意見的護(hù)理質(zhì)量改進(jìn)實(shí)踐及成效
針對(duì)出院患者電話隨訪意見的護(hù)理質(zhì)量改進(jìn)實(shí)踐及成效
郭偉紅 王 樂 徐建萍*
【摘要】目的評(píng)價(jià)某三級(jí)醫(yī)院針對(duì)出院患者電話隨訪意見的護(hù)理質(zhì)量改進(jìn)實(shí)踐；分析2012-2015年意見內(nèi)容，提出持續(xù)改進(jìn)的重點(diǎn)問題。方法對(duì)四年意見率運(yùn)用SPSS16.0軟件進(jìn)行統(tǒng)計(jì)學(xué)分析；分類統(tǒng)計(jì)四年意見296例，得出各類目意見的構(gòu)成比，從而找出下一步改進(jìn)的重點(diǎn)。結(jié)論通過意見反饋、個(gè)人訪談、問題討論、納入績效考核、專項(xiàng)質(zhì)量改進(jìn)等改進(jìn)舉措及綜合管理與控制，意見率逐年降低，改進(jìn)實(shí)踐取得一定成效。近四年患者意見首為服務(wù)態(tài)度，服務(wù)態(tài)度的改善應(yīng)持續(xù)跟進(jìn)；近兩年有關(guān)護(hù)士工作能力方面的意見大幅上升，下一步應(yīng)重點(diǎn)提高工作能力；應(yīng)重點(diǎn)控制工作差錯(cuò)。
【關(guān)鍵詞】出院患者；電話隨訪；患者意見；護(hù)理質(zhì)量改進(jìn)
Practice and results of nursing quality improvement according to the comments of discharged patients by telephone interview.Shanxi Provincial People’s Hospital, Taiyuan 030012,Shanxi,China
【Abstract】 Objective To evaluate the practices of nursing quality improvement according to the comments of discharged patients by telephone interview in a class-A hospital, to analyze the comments from 2012 to 2015, then put forward the key issues of continuous improvement. Methods The SPSS16.0 software was used to analyze the comments within four years, to obtain the compositions’ ratio of all classifications by classifying 296 cases to find out the key issues for the improvement in the next step. Results Through the feedback, personal interview, problem discussion, performance appraisal, special quality improvement, and comprehensive management and control, complaint rate decreased year by year, and meanwhile the practices of improvement achieved certain results.Conclusion Nearly four years, most of the complaint are about service attitude, so improvement about service attitude should be followed up continually; In nearly two years，complaint about nursing ability increased substantially, so the next step should emphasis on improving the ability and focusing on the control of mistakes.
【Key words】 Discharged patient; Telephone interview; Comment of patient; Nursing quality improvement