Analysis and countermeasures of problems in telephone return visit of health management center
健康管理中心的电话回访工作存在问题分析与对策

摘要

目的 为了进一步提升体检后服务水平，提高健康管理中心的社会满意度，本文探究健康管理中心的电话回访工作存在的问题，并经分析后制定相应对策并进行实施，以观察其效果。方法 选取2022年3月-2022年9月在我体检中心受检的1000例受检者作为研究对象，并对其进行回顾性分析，对比两组受检者的回访率，了解未达到电话回访工作质量标准的原因和占比，以及对回访的满意度对疾病的认知程度和复诊率。结果 研究组的回访率、对回访的满意度以及对疾病的认知程度和复诊率明显优于常规组，P＜0.05说明存在对比意义。结论 成功的电话回访顺应了医疗服务的需求，是一种快捷经、济使、实用并容易被接受的延续性护理服务，可变被动服务为主动服务，不但有利于提高对疾病的认知程度，还能提高体检者对医护健康指导工作的依从性，并使患者对护理服务的满意度提高，提升了体检后的服务水平。

Abstract

Objective In order to further improve the service level after physical examination and improve the social satisfaction of the health management center, this paper explores the problems existing in the telephone return visit of the health management center, and develops corresponding countermeasures after analysis and implementation, in order to observe the effect.
Methods 1000 cases of patients who were examined in our physical examination center from March 2022 to September 2022 were selected as research objects and retrospectively analyzed. The return visit rate of the two groups of patients was compared to understand the reasons and proportion of patients who did not meet the quality standard of telephone return visit, as well as the satisfaction of return visit, the degree of cognition of disease and the return visit rate.
Results The rate of return visit, the satisfaction of return visit, the degree of cognition of disease and the rate of return visit in the study group were significantly better than those in the conventional group, P < 0.05 indicated that there was comparative significance.
Conclusion   Successful telephone return visit complies with the needs of medical services, is a quick economic, economic, practical and easy to accept continuity of nursing services, variable passive service for active service, not only conducive to improve the degree of awareness of the disease, but also can improve the physical examination of medical health guidance work compliance, and make patients to improve the satisfaction of nursing services, Improved the service level after physical examination.