Objects To investigate the cause of dissatisfaction of inpatients with tumor.By the means offollow-up visits,coordinatedthese dissatisfaction issues to improve the satisfaction rate.Methods Feedback regarding dissatisfaction ofinpatients with tumor were collected via follow-up visits from April 2004 to December 2015. For thosecritical feedbacks, the hospital actively coordinatedwithpatientsandplacated them. Through summing up and sorting outthe causes of dissatisfaction, further analysis was conducted so as to put forward improvement measures.Results 205 and 127 critical feedbacks were received in 2014 and 2015 respectively. The causes of dissatisfaction were as follow, poor service attitude, poor communication, poor treatment effect, inconvenience of treatment process, long waiting time and high medical costs.Through coordination infollow-up visits, 102cases in 2014 and 65 casesin 2015 were coordinated successfully.Conclusion To improve patients' satisfaction, hospitals should strengthen professional ethics education on medical personnel, make the doctor-patient communication platform unimpeded and establish a throughout follow-up visits systemfeatured withhumanistic care.
NETL
NSTL
维普
万方数据
