Daizhuang Hospital of Shandong Province: Actively returning visits to effectively improve patient satisfaction

Text 丨 Zhang Yanan

In order to further promote the high -quality development of various causes of the hospital and effectively improve the patient's experience and satisfaction, the party committee of Daizhuang Hospital in Shandong Province dares to face the "how to effectively listen to the voice of the patient?" "How to solve the problem of the patient's reflected?" Improved work? "" How to continuously monitor the effectiveness of rectification and rectification? "And other domestic and foreign medical institutions have the four major problems of medical institutions at home and abroad. Seven have been transferred to business technicians who have been engaged in clinical work for many years, are good at communicating, familiar with hospital diagnosis and treatment processes, and related departments. The telephone return visitor was officially established on January 4, 2022 to form a return visit center. After the mental state, medication status, and recovery of the disease after all discharged patients were followed in the hospital. Seriously listen to the real evaluation of patients and family members in 4 aspects of service quality, objectively record their opinions and suggestions, and timely feedback to the relevant functional departments after classification, and arrange the corresponding department, the ward area, the patient and the family and the family members and their families in a timely manner. Answer or resolve, analyze and rectify the problems reflected by patients and family members, and comprehensively promote the continuous upgrade of hospital medical technology and services in a scientific and reasonable way.

The return visit center is a new department established by the hospital with a problem -oriented and better service patient. "Catching the patient's medical satisfaction and the implementation of the rectification of opinions and suggestions in one hand" is the original intention of establishing this department. "Our center seems to have a pair of" picky 'eyes, always holding the "magnifying glass' to find every shortcoming in the work. These shortcomings may be tiny, and some are even difficult to discover for a while, but it does affect it. The patient's medical experience, so we need to take the initiative to attack and give timely feedback to minimize the patient's "dissatisfaction" to the minimum, and strive to prevent problems before. "Liu Miao, director of the return visit center, said.

In the first half of 2022, a total of 6,134 patients returned to the hospital for the return visit center, with a valid return of 5078 cases. The effective return rate was 82.78%, and the patient satisfaction was 98.94%. Patients named Psychological 7 The Livary Nurse Wang Jie, Psychological 3 The Livary Director Song Ruiqin, Physician Chen Ying, 6 ward, Chen Huanchun, Chen Huanchun, deputy chief physician of the 7th ward, Yu Tingting, attending physician of the 12 ward area, Wang Qiuling, deputy chief physician of the psychological area, Seven medical staff such as the Department of Moc -Medicine Guo Zi, and 1 of all staff members of the neurology department. For the dissatisfaction proposed by patients and their families, the corresponding departments and the ward are also timely understood and rectified.

"Patients' satisfaction is our tireless pursuit. I hope that the return to the visit center is not only a department of the hospital, but also the bridge between the two doctors and patients, the" transit station "of the feedback between the problems between the hospital's departments, the coordination and solving the patient's problems. 'Lubricant' and supervisors who promote the harmonious and stable development of doctors and patients. "Said Li Wu, member of the hospital party committee and deputy dean.

On the thick phone call return record list, a word of praise and blessing: "Doctors and nurse treat me well, like friends, more like relatives!" "Even if they are busy, they always answer our questions patiently." "The environment is beautiful and clean, and good green!" "I sincerely wish the medical staff in good health and happiness!" ... The patient's satisfaction is like a fragrance, which is scattered in the words. At the place, the tenderness, care and movement brought by the hospital never changed.

Xie Chuange, secretary of the hospital party committee, said, "The purpose of the hospital's health and health service" is by no means an empty words, but a down -to -earth ones in the blood of the cadres and employees of the hospital. One generation 'backbone is particularly hard -working, especially fighting, and particularly dedicated' "Dai Dai" spirit. The power of urging people is a kind of prosperous hope! ".

The satisfaction of patients is Jin Chancan's glory when looking back; the dissatisfaction of the patient is the dynamic driving force during rectification. In response to the problems reflected by the patient, the relevant departments of the hospital and the ward actively linked, and quickly developed the "timely assessment of the patient's condition in time when admitted to the hospital, and to do a good job of communicating with the patients and their families in a timely manner." Understand "" The ward is a good job of discharge, understand the condition of the patient after discharge, guide the medication and the precautions after discharge "" Improve the attitude of service, learn to think in other places "," Patient Canteen reasonably increases dietary nutrition, rich dishes types "and so on. The series of measures and put them into action as soon as possible to make a set of self -innovation "combination boxing" for the improvement of patient satisfaction.

Author unit: Daizhuang Hospital, Shandong Province

Responsible editor: Yan Xiufeng

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