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目的:探讨电话随访对出院患者和医院的意义。方法:采取对出院后1个月的生存患者10 000例,由患者回访中心进行电话随访,了解治疗、护理效果,患者的生活质量,再就医需求。患者对医院的环境,医护人员的服务态度及治疗效果的满意程度,并收集患者提出的合理化意见和建议。结果:通过随访拉近了医院、社会和患者三者之间的距离,将为患者的服务延续至家庭,为提高医院的医疗、服务质量提供了信息资源,取得了良好的社会效益。结论:随访是提高医院医护质量和服务态度,促进医患关系的和谐、不断拓展医疗市场,促进患者康复的有效措施之一。
Purpose: To investigate the significance of telephone follow-up to discharged patients and hospitals. Methods: A total of 10 000 surviving patients were recruited at 1 month after discharge. The patients were followed up by phone to find out about the treatment, the nursing effect, the quality of life of the patients and the need for further medical treatment. The patient’s satisfaction with the hospital’s environment, the medical staff’s attitude and the treatment effect, and collected the rationalized opinions and suggestions put forward by the patients. Results: The distance between hospitals, society and patients was shortened through follow-up, which will extend the service of patients to families and provide information resources for improving the medical care and service quality of hospitals and achieved good social benefits. Conclusion: Follow-up is one of the effective measures to improve the quality and service attitude of hospitals, promote the harmonious relationship between doctors and patients, continuously expand the medical market and promote the rehabilitation of patients.