In order to improve the hospital environment, improve the quality of medical services, your hospital plans to organize a patient satisfaction survey activities, if this work is entrusted to you, how do you intend to carry out
Answer key points
1.clear purpose
Carry out The patient satisfaction survey, objective and fair collection of all aspects of the hospital's comments and suggestions, in order to fully grasp the status of the hospital medical services, especially the medical ethics of the medical staff, and then to improve the hospital environment, improve the quality of medical services to lay the foundation.
2. Explain the focus of work
(1) design a patient satisfaction questionnaire, including: medical staff's service attitude, medical quality, medical environment and other content. The question design should be specific, such as whether the clinic and waiting area health satisfaction, the outpatient clinic guide, registration fee staff, receiving nurses, physicians, pharmacy pharmacists and other groups of satisfaction, the doctor has no respect for the privacy of the patient, the hospital's opinion on the improvement, etc.. The questions include both objective and subjective questions, and patients are welcome to give us their opinions and suggestions. The questionnaire will be fully distributed to all inpatients and outpatients in our hospital, and in the outpatient hall, inpatient hall and other conspicuous place to place the questionnaire, for children, the elderly and other inconvenient to fill out the patient, by the family to fill out, or by the staff to guide to fill out.
(2) Random sampling interviews in the hospital. In the hospital to take the initiative and patients face-to-face exchanges, to understand the patient's admission to the hospital after the most real experience of medical care and hospital services in the problem.
(3) Telephone interviews with past patients. Check the hospital's medical records, randomly select a number of patients within two weeks of discharge, by means of telephone return visit, greet the condition of recovery, give the necessary health guidance, and finally conduct a satisfaction survey in the form of soliciting opinions.
(4) Formation of the research report. Organize all the information of this satisfaction survey, summarize the satisfaction and opinions and suggestions of medical ethics, medical skills, medical technology and other aspects, categorize the problems found in the research, put forward improvement suggestions on how to enhance the patient's experience of medical treatment, solve the problems in the service, etc., and form a research report.
?