摘要
目的:探讨对口腔患者进行电话回访的需求及效果。方法:选取2011年9月-2012年3月本院的1200例VIP客户为研究对象,对其对电话回访服务的需求程度进行调查,并对其采用电话服务前后的满意程度和总满意率进行调查研究。结果:所有患者对于跟踪服务、提醒服务及预约服务的需求程度均较高,而采用电话回访服务后的对跟踪服务、提醒服务及预约服务的非常需求率、满意率、按时就诊率、主动咨询率明显高于采用电话回访服务前,差异有统计学意义(P<0.05)。结论:口腔患者对电话回访的需求程度较高,进行电话回访后患者的满意率和按时就诊率得到大幅度提升,具有较高的临床价值。
Objective： To investigate the demand and the effect of telephone interviews for dental patients. Method： 1200 cases of VIP customers from September 2011 to March 2012 were chosen as the research object. The degree of demand for services on telephone interviews, and satisfaction and overall satisfaction rate before and after the telephone service were taken for investigation. Result： The extent of demand of all patients for the tracking service, reminder service and reservation services were higher. The demand rate, satisfaction rate, time attendance rate and the initiative to consult for the use of the tracking service, reminder service and booking service in the service of telephone interviews were significantly higher than before the telephone interviews, there was significant difference（P〈0.05）. Conclusion： The demand of for call back dental patiens was higher. The patients＇ satisfaction rate and time and attendance rates has been substantially elevated, and it is with a high clinical value.
出处
《中国医学创新》
CAS
2012年第24期94-95,共2页
Medical Innovation of China
关键词
口腔患者
电话回访
需求程度
效果
Oral disease patients
Telephone interviews
Level of demand
Effect
