"Hello, I am Dr. Luo from Dezhou Municipal Hospital, how is your recovery after discharge?" Be sure to rest more, take medicine on time, and contact us at any time if you have any questions..." In order to let patients experience the humanistic care of Dezhou Municipal Hospital, make telephone return visits to discharged patients to understand the real feelings of patients during hospitalization, grasp the patient's rehabilitation in time, and make corresponding guidance, which has become the daily work of medical staff in various departments of Dezhou Municipal Hospital.
Medical staff at Dezhou Municipal Hospital are calling back
In recent years, the Party Committee of Dezhou Municipal Hospital attaches great importance to patient satisfaction, actively expands ideas, extends service details, and improves service quality. After many investigations, a satisfaction office was established, a 24-hour service complaint telephone number of 2260000 was set up, and a special person was responsible for service complaint work. The use of follow-up software is an important part of hospital satisfaction efforts.
Duan Lixin, secretary of the party committee and president of Dezhou Municipal Hospital (middle), conducted on-site investigation and follow-up work
Through the telephone return visit, the hospital's care for discharged patients was conveyed, the real voice of the patients was listened to, and a bridge of doctor-patient communication was built. On November 17, 2021, Dezhou Municipal Hospital also introduced an advanced follow-up software system, when communicating with patients by phone, doctors can retrieve the patient's hospitalization information and medical records, which not only improves the efficiency of return visits, but also enables doctors to accurately provide accurate rehabilitation guidance for patients.
Patient listening, understanding, and respect are the principles of follow-up work by medical staff of Texas Municipal Hospital. Many patients who received the call sighed that the medical staff of the municipal hospital had an amiable attitude and thoughtful service, and it was reassuring and practical to see a doctor here.
A 24-hour service complaint telephone number published in the hospital
Wang Fei, director of the Satisfaction Management Office of Dezhou Municipal Hospital, introduced that since the launch of the new system for one month, all departments of Dezhou Municipal Hospital have successfully completed the follow-up task, with more than 3,000 follow-up visits, and the satisfaction rate has reached 99%. Most of the patients praised the medical level and service attitude of The Texas Municipal Hospital, and the follow-up work achieved the expected results.
"Follow-up is the patient, the bridge is built, the communication is caring, the retention is the sincerity, the consolidation is trust, the harvest is loyalty, and the brand is built." Duan Lixin, secretary of the party committee and president of Dezhou Municipal Hospital, said at the follow-up work forum that a phone call and a warm feeling reflect the concept of Dezhou Municipal Hospital to actively improve the medical experience and create a warm hospital with warm services.
In the future, Dezhou Municipal Hospital will continue to take patient follow-up as the starting point, adhere to the "quality as the core, patient as the center", comprehensively improve the level of medical quality, and synchronously promote service improvement. In the follow-up work, the shortcomings and deficiencies in medical services are found, the problems that the masses are concerned about are identified, the implementation is implemented item by item, the experience is summarized, and a perfect long-term working mechanism is established. Strive to make diagnosis and treatment more convenient, communication more efficient, experience more comfortable, and provide standardized, safe and satisfactory high-quality medical and health services for the surrounding people.
Produced by Texas Daily New Media
Source| Dezhou Municipal Hospital Editor| Zhang Xiaohang
Zhang Xiaohang, | of the audit, | Zhu Daijun in the final review