目的全面真实了解病人对医院医疗护理等方面的意见、建议,提高满意度、复诊率及医护质量。方法组织专职护士通过电话对出院病人进行回访,征求病人及家属对医疗护理服务的意见及建议。结果共拨通电话10,853个,收集意见92条,经统计,病人反映较多的问题主要是治疗费用高、病房卫生差、静脉穿刺技术不高、医务人员服务态度差、沟通能力差、人性化服务不到位。结论建立出院病人电话回访制度,增加了医患双方的互动性,缩短与患者之间的距离,增加病人对医护人员的信任,提高了医院的经济效益和社会效益。 Objective To comprehensively and truly understand patients’ opinions and suggestions on hospital medical care and other aspects, to improve satisfaction, referral rate and quality of care. Methods The full-time nurses were interviewed by telephone to find out the opinions and suggestions of patients and their families on medical nursing services. Results A total of 10,853 telephone calls were collected to collect 92 opinions. According to the statistics, the patients reported more problems mainly including high cost of treatment, poor sanitation, poor venipuncture skills, poor medical service, poor communication skills, and human nature Service is not in place. Conclusion The establishment of a telephone return visit system for discharged patients increases the interaction between doctors and patients, shortens the distance between patients and patients, increases the patients’ confidence in health care workers, and improves the economic and social benefits of the hospital.