針對出院患者電話隨訪意見的護理質(zhì)量改進實踐及成效

郭偉紅 王 樂 徐建萍^*

【摘要】目的評價某三級醫(yī)院針對出院患者電話隨訪意見的護理質(zhì)量改進實踐；分析2012-2015年意見內(nèi)容，提出持續(xù)改進的重點問題。方法對四年意見率運用SPSS16.0軟件進行統(tǒng)計學分析；分類統(tǒng)計四年意見296例，得出各類目意見的構(gòu)成比，從而找出下一步改進的重點。結(jié)論通過意見反饋、個人訪談、問題討論、納入績效考核、專項質(zhì)量改進等改進舉措及綜合管理與控制，意見率逐年降低，改進實踐取得一定成效。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；近兩年有關(guān)護士工作能力方面的意見大幅上升，下一步應(yīng)重點提高工作能力；應(yīng)重點控制工作差錯。

【關(guān)鍵詞】出院患者；電話隨訪；患者意見；護理質(zhì)量改進

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