Discharge return visit system

Legal analysis: In order to further promote the communication between doctors and patients, improve the quality of medical services, better understand patients' opinions on all aspects of hospital work, effectively solve the problems that patients are most concerned about and need to solve, let patients feel the care of the hospital after discharge, improve the service level of the hospital and improve the social satisfaction of the hospital. According to the actual situation of the hospital, the patient return visit system is established.

Legal basis: Return visit system for discharged patients in People's Republic of China (PRC).

Article 1 The discharged patients shall be paid a unified telephone call back by the patient visiting center of the hospital.

Article 2 When a patient is admitted to the hospital, the medical staff shall carefully fill in the admission registration form, completely record the patient's information and keep the patient's contact information.

Article 3 General discharged patients should be paid a telephone visit by the patient visit center within 7- 15 days after discharge, and special patients can pay a door-to-door visit when necessary.

Article 4 The contents of the return visit include patients' current situation, medication, exercise, health guidance, regular review reminders, suggestions on hospital work and satisfaction with medical staff.

Article 5 In the process of follow-up, patients should listen patiently and answer questions carefully. If the principle of treatment is not clear, it can't be perfunctory. Be cautious about problems that can't be solved immediately or explained by telephone, and you can't simply judge and guide at will. You should answer it alone or after consulting an expert.

Article 6 Respondents must be warm, polite and civilized, and must not argue with patients. Before the return call is connected, know the basic information of the patient, including the patient's name, age, gender, prognosis, disease diagnosis, etc. When the phone is connected,

Introduce yourself first, then confirm the identity of the caller and explain the purpose of the call. At the end of the call, thank the patient and his family for their cooperation, and then hang up after the other party hangs up.

Seventh telephone complaints should be promptly investigated and verified, and give a reply within 7 days. For comments, suggestions, complaints, etc. For the questions raised by patients, the return visitors shall report to the hospital in time. The hospital conducts investigation and verification according to patients' complaints and dissatisfaction. If the situation is true, the hospital office will deal with the responsible department or individual and formulate targeted rectification measures.

Article 8 the telephone call back should be recorded, and the reasons should be indicated if the call back is not possible. In case of suspicious illness or special illness, it should be reported to the department director in time to find a solution.

Article 9 The problems, patients' suggestions and demands learned in the return visit should be fed back to the relevant functional departments and departments of the hospital in time, fully understand and grasp the facts, make timely rectification, make a summary once a month, and distribute the summary to all functional departments and clinical departments in the form of notification. It is necessary to pay a return visit to discharged patients, really narrow the distance between hospitals and patients, and establish all-round communication and supervision channels between doctors and patients, so as to provide more accurate basis for comprehensively understanding the needs and expectations of society and patients and the current situation of hospital management.