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目的科学认识医院救助热线的功能作用,追求服务效用的最大化。方法量化分析2009-10-21-2009-11-20期间救助热线记录中求助者所在区域、求助内容;随机抽取2 000例来院就诊的患者进行医院救助热线使用情况和满意度调查。结果求助者本市1 925例,外阜及国外2 994例,求助内容有医疗知识、医院服务信息、疾病诊疗,满意度为96.3%。结论救助热线不可或缺,需要多途径改善工作质量,提高服务水平。
Objective Scientific understanding of the hospital helpline function, the pursuit of service utility maximization. Methods Quantitative analysis of help-seeking areas in the helpline records during the period of 2009-10-21-2009-11-20, and randomly selected 2 000 hospitalized patients for hospital helpline use and satisfaction survey. Results A total of 1 925 patients in Fuchu City, 2 994 in Furai City and abroad were asked for help. The content of this questionnaire was medical knowledge, information on hospital services, and diagnosis and treatment of diseases, with a satisfaction rate of 96.3%. Conclusion The helpline is indispensable and needs many ways to improve the quality of work and improve the service level.