Effect of feedback closed-loop management system on patient satisfaction / 中国实用护理杂志

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 0.05). 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 .