针对出院患者电话随访意见的护理质量改进实践及成效

郭伟红 王 乐 徐建萍^*

【摘要】目的评价某三级医院针对出院患者电话随访意见的护理质量改进实践；分析2012-2015年意见内容，提出持续改进的重点问题。方法对四年意见率运用SPSS16.0软件进行统计学分析；分类统计四年意见296例，得出各类目意见的构成比，从而找出下一步改进的重点。结论通过意见反馈、个人访谈、问题讨论、纳入绩效考核、专项质量改进等改进举措及综合管理与控制，意见率逐年降低，改进实践取得一定成效。近四年患者意见首为服务态度，服务态度的改善应持续跟进；近两年有关护士工作能力方面的意见大幅上升，下一步应重点提高工作能力；应重点控制工作差错。

【关键词】出院患者；电话随访；患者意见；护理质量改进

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