First, the main contents of the return visit
1. Establish a standardized return visit record book, which includes: patient's name, disease diagnosis, address and telephone number, discharge time, return visit time, treatment medication after discharge, patient's current situation, rehabilitation guidance, opinions of patients and their families, etc.
2, health assessment, including illness feedback, whether the correct medication, daily habits, the impact of the disease on life, etc.
3, behavior guidance, according to the health problems of the return visit object, targeted guidance, illness explanation, diet guidance, activities and rest guidance.
4. Heart support, good emotional state and happy mood will promote the recovery and hatred of patients after discharge, help to improve the quality of life and confidence and courage in life, give patients an encouragement and face life with a positive attitude.
Two. working methods
1, according to the information of patients discharged from various departments of the hospital every month, randomly sampling, using the time of patients and/or their families at home at night to communicate by telephone, and issuing questionnaires to them.
2, the hospital opened a complaint telephone, set up a complaint box, and distributed questionnaires.
3, the hospital staff can't answer professional and technical questions, please expert guidance, and then answer by phone.
4. The hospital requires staff to do every job realistically, truthfully reflect the problems raised by patients or their families and the shortcomings of the hospital, so as to make the doctor-patient relationship more harmonious.
Three, this year's return visit number and return visit rate analysis
1 and 1- 19565 for two months. The total number of people discharged from the hospital was 19565, and the actual number of people who returned to visit was 184 12, with a return visit rate of 94. 1%. Through the double return visit system of in-hospital 100% return visit and 10% sampling visit, the patient satisfaction rate reached over 99.5.
2, the hospital return visit rate is less than 100% of the main reasons are:
(1) The registered telephone number is wrong or deliberately left wrong.
(2) The telephone number is wrong or stopped. Some patients, for some reasons, don't want to or deliberately don't tell the real phone number of the hospital, but out of affection, they tell the doctor a wrong number or contact information.
(3) Some patients need to avoid going to the hospital because of their illness: for example, patients with obstetric and gynecological abortion do not need to visit their privacy.
Fourth, some experiences of returning to visit.
Through the return visit, patients can get care and greetings from medical staff after discharge, extend the care and help of the hospital to patients' families, build a bridge of communication between hospitals and patients, hospitals and society, fully embody the service concept of "patient-centered" and win a reputation for the hospital.
In order to do a good job of return visit, we should also pay attention to the following points in future work:
1. Have excellent medical and health knowledge and professional skills, and be proficient in communication skills, communication skills and language expression.
2. The purpose of the return visit is to help patients get correct health behavior guidance, which is helpful to patients' rehabilitation and physical and mental health. Only good communication can achieve this goal.
3. Patients with serious illness should adhere to repeated visits to guide their rehabilitation training after illness.
4. Return visitors should strengthen their self-cultivation, be patient with some patients and do a good job of explanation.
20 12 years1February 4th
Telephone call back to the hospital summary report [Article 2]
Since May 20 1 1, our hospital has paid a telephone call back to discharged patients, with a total of 23,200 visits, including15,623 visits, health consultation14,320 visits, 4,380 visits to guide re-examination and 565,438 visits to solve patients' difficult problems. The feedback opinions and suggestions of patients during the return visit are recorded in the return visit register in detail. After careful sorting and comprehensive analysis, they are fed back to relevant departments, departments or individuals in time, which plays a supervisory role for medical staff.
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1. 1 Form and main contents of telephone call-back: The hospital set up a "call-back center" and assigned nurses with more than 20 years of clinical work experience to undertake this work full-time. The patient data were directly obtained through the hospital microcomputer center, and the patients discharged three days ago were randomly selected 10%. To understand patients' opinions and suggestions on treatment, nursing and logistics through telephone survey. At the same time, answer the relevant questions raised by patients, fill in the return visit information in detail in the special register, summarize it monthly, quarterly, semiannually and annually, report it to relevant departments in time and take corresponding measures. The content of the call includes four aspects: ① Tracking the patient's recovery, grasping the patient's dynamic information, and giving timely care and help. ② Solicit the opinions and suggestions of patients and their families on medical treatment, nursing and logistics services. ③ Doctors and nurses who know patients' satisfaction. ④ At the end of the call, thank the patients for their support to the hospital.
1.2 matters needing attention in telephone call back.
1.2. 1 The language is cordial and sincere, pay attention to pronunciation and intonation, and incorporate a smile if necessary. When you meet patients or their families who don't understand the local language, you should communicate in standard Mandarin with a gentle attitude, so that the other party can feel your sincerity.
1.2.2 Grasp the safety standards of medical care correctly. The purpose of telephone return visit is to bring greetings to patients, track patients' recovery and understand patients' satisfaction, not telemedicine. When answering patients' medical questions, we need to be cautious, and we can't judge and guide them casually, let alone diagnose patients on the phone.
1.2.3 During the follow-up visit, certain rules should be followed, and the basic information of the patient should be known in detail before the call is connected, including the patient's name, gender, age, discharge time, discharge diagnosis and disease outcome, etc., so as to carry out targeted follow-up visit. After the call is connected, ask the other party "Yes" first, then report yourself, then determine the identity of the other party and explain the purpose of the call in order to obtain the cooperation of the other party. According to different diseases, ask patients about their rehabilitation and give appropriate health guidance. The questions raised by patients, how to carry out functional exercise after operation, various situations in the process of infant feeding, and the time of expert consultation can all be answered immediately. For questions that can't be answered immediately, ask the experts first, and then give the answer. If the phone number is wrong, the person answering the phone and the patient are strangers. While explaining, politely say "I'm sorry to bother you" and then put the phone down slowly. When I learned that the patient