摘要
目的 探讨多元回访模式在出院患者随访中的应用效果。方法 回顾性分析2020年4月—2021年3月出院患者资料。2020年4—9月共52 243例出院患者,采用传统电话回访模式回访,设为对照组;2020年10月—2021年3月共55 677例出院患者,采用多元回访模式回访,设为观察组。比较两种回访模式下患者的回访满意度、失访率、回访反馈对医护人员的表扬率以及人力资源节约率。结果 两种回访模式下患者回访满意度均达99%以上。与对照组相比,观察组失访率显著降低,差异有统计学意义(P<0.01);回访反馈对医护人员的表扬率显著升高,差异有统计学意义(P <0.01);人力资源节约率显著升高,差异有统计学意义(P <0.01)。结论 多元回访模式具有回访方式多样、患者失访率低、回馈表扬率高、显著节约人力等优点,值得在综合医院各病区推广应用或由其他医院借鉴试用。
Objective To study the application effect of multiple returning visit model in the follow-up of discharged patients. Methods The data of discharged patients from April 2020 to March 2021were retrospectively analyzed. From April to September 2020, a total of 52 243 discharged patients were returned by the traditional telephone return visit mode and were set as the control group;from October 2020 to March 2021, a total of 55 677 discharged patients were returned by the multivariate return visit mode and were set as the observation group. The patient’s return visit satisfaction, loss rate, praise rate of return visit feedback to medical staff and human resource saving rate were compared under the two return visit modes.Results The satisfaction of patients in the two return visit modes was more than 99%. Compared with the control group, the loss of followup rate in the observation group was significantly decreased, the difference was statistically significant(P < 0.01), the rate of praise for medical staff in returning visit feedback was significantly increased, the difference was statistically significant(P < 0.01),and the rate of human resource saving was significantly increased,the difference was statistically significant(P < 0.01). Conclusion Multiple returning visit mode has many advantages, such as diverse returning visit mode, low loss of return visit, high rate of feedback and praise, and significant labor saving. It is worth popularizing and applying in each ward of general hospital or using for reference by other hospitals.
作者
陈娜
陈庆勇
王欣欣
李莉莉
王正同
CHEN Na;CHEN Qingyong;WANG Xinxin;LI Lili;WANG Zhengtong(Medical Division,Affiliated Hospital of Binzhou Medical University,Binzhou Shandong 256603,China)
出处
《中国卫生标准管理》
2022年第15期24-28,共5页
China Health Standard Management
基金
2020年齐鲁卫生与健康领军人才培育工程(鲁卫人才字[2020]3号)
山东省档案科技项目(2020-27)。
关键词
多元回访模式
出院患者
失访率
满意度
表扬率
人力资源节约率
multiple returning visit mode
discharged patients
the loss of follow-up rate
the satisfaction
the rate of praise
the rate of human resource saving
