Effect of feedback closed-loop management system on patient satisfaction
10.3760/cma.j.issn.1672-7088.2017.05.018
- VernacularTitle:基于闭环管理理论改善出院患者电话回访满意度的效果研究
- Author:
Jianshu LIANG
;
Huijuan DIAN
;
Ran ZHANG
- Keywords:
Quality control;
Feedback closed-loop management;
Patient satisfaction
- From:
Chinese Journal of Practical Nursing
2017;33(5):388-391
- CountryChina
- Language:Chinese
-
Abstract:
Objective To apply the feedback closed-loop management systemin the telephone follow-up service for discharged patients to increase patient satisfaction and improve the quality of nursing. Methods From January 2015,telephone return visit to discharged patients were analyzed, a summary of dissatisfaction events, analyze the causes every month. Then,the improvement measures for nursing quality were put forward and the effects were evaluated to form a closed-loop management system. Results After the application of feedback closed-loop management system,there was a significant difference in patients' satisfaction with nursing service between the first half (with the incidence of 91.77%,3657/3985) and the second half (with the incidence of 95.76%,3610/3770) of 2015 (χ2=52.22, P < 0.01). Of the 9 items of dissatisfaction recorded in the questionnaire, significant difference was observed in 8 items, as service attitude, hospitalizing education, personal care, question answering, nurse's operation, health education, respect, clean environment and the discharge instructions. The incidence of each item was 2.11%(84/3985), 0.23%(9/3985), 0.35%(14/3985), 0.33%(13/3985), 0.30%(12/3985), 2.99%(119/3985), 0.33%(13/3985), 0.58%(23/3985), 2.58%(103/3985) in the first half of 2015 respectively, compared to 1.09%(41/3770), 0.05%(2/3770), 0.05%(2/3770), 0.08%(3/3770), 0.21%(8/3770), 0.64%(24/3770), 0.85%(32/3770), 0.21%(8/3770), 1.25%(47/3770) in the second half of 2015 respectively (χ2=4.084-59.088,P<0.01 or 0.05). However, no significant difference was observed in the nurse operational between the first half (0.30%) and the second half (0.21%) in 2015 (χ2=0.596, P>0.05). Conclusions Feedback closed-loop management systemic a scientific management theory. It can increase patient satisfaction with nursing service,improve the quality of nursing,and make quality management more scientific and effective .
