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目的探讨构建和谐医患关系的方法。方法成立患者服务中心,对我院2009年1月～12月留有联系电话的所有出院患者(死亡患者除外)进行电话回访,将回访情况进行分析讨论。结果通过回访,患者综合满意度有了较大提高。结论设立患者服务中心,对出院患者进行电话回访,加强医患之间的沟通,注意服务细节,是构建和谐医患关系、提升医疗服务质量的有益尝试。
Objective To explore ways to build a harmonious relationship between doctors and patients. Methods A patient service center was set up to conduct telephone interviews with all discharged patients (except those who died) who had contact telephone numbers from January to December 2009 in our hospital. The return visits were analyzed and discussed. Results Through the return visit, the comprehensive satisfaction of patients has been greatly improved. Conclusion The establishment of a patient service center, telephone interviewing of discharged patients, strengthening communication between doctors and patients, and paying attention to service details are beneficial attempts to build a harmonious relationship between doctors and patients and improve the quality of medical services.