【摘要】 目的采用头脑风暴法制定整形美容外科门诊患者随访改善措施并形成专案,通过观察实施效果,探讨其对提高患者随访率和患者满意度的意义。方法对整形门诊患者随访的现状调查后,从人、物、法、环4个方面对门诊随访率低的原因进行分析,并制定鱼骨图,然后确定改善主题,设定目标值。通过如下途径来进行改善:(1)手机短信随访;(2)微信、QQ随访;(3)电话随访。建立完善的随访制度以及随访登记表;患者如出现不满意情绪应立即了解情况并与其沟通,同时提出建议与处理意见。结果在1年余的专案改善时间内,就诊人数达到10 686人次,随访人数为5742人次;随访率由2.2%增长到83.2%,满意度由最开始的不完全统计提升到96.7%。结论随访专案的实施有效地提高了随访率,且已成为整形外科的工作制度之一。对于方便医患之间的沟通,更好地对患者进行跟踪观察,减少并发症,帮助患者康复具有重要意义。更多还原

【Abstract】 Objective To adopt a brainstorming method to improve outpatient follow-up measures in the department of plastic surgery.At the same time,to form a project to explore the clinical significance of enhancing the cosmetic surgery outpatient follow-up rate and patient satisfaction by observing the effects.Methods After investigation into the current state of patient follow-up,reasons for the low plastic surgery outpatient follow-up rate were analyzed from four aspects;patients,objects,systems,and environments.A Fishbone diagram was developed to identify causes and effects,and then set targets for improvement.Follow-up was improved by the following means;(1) SMS platform,(2)WeChat and QQ,(3) telephone.Steps were taken to establish a sound system of follow-up,create follow-up registration forms,immediately handle patient dissatisfaction and effectively communicate,suggestions to deal with patient questions.Results During more than a year of carrying out the improvement project,about 5742 of 10 686(person/time) patients who visited in our department were followed up.The follow-up rate went from 9.1%up to 83.2%.Although statistics for the rate of satisfaction at the outset of the study are incomplete,the patient satisfaction at the conclusion of the study was 96.7%.Conclusion The implementation of the follow-up project effectively enhanced the follow-up rate,and became one of the systems of cosmetic surgery work.It has important significance for the convenience of doctor-patient communication,better tracking of patients,reduction of complications and assistance in patient recovery.更多还原