基于品管圈活动构建健康体检重要异常结果的追踪管理模式对提高电话随访率的影响

doi:10.20223/j.cnki.1000-8535.2025.09.010

摘要/Abstract

摘要： 目的探讨基于品管圈活动构建健康体检重要异常结果的追踪管理模式对提高电话随访率的影响。方法选取2022年5月—2023年4月在中山大学孙逸仙纪念医院健康管理中心体检重要异常结果的328例受检者作为研究对象。成立品管圈活动小组,实施追踪管理模式。干预后时间段为2022年11月—2023年4月,期间针对不同样本分别实施了干预措施一至四及全面实施措施,分析随访1个月后成功随访人数。比较干预前后圈员综合能力变化及患者对健康管理中心的满意度。结果电话随访率在干预措施一实施后为85.02%,干预措施二实施后为88.59%,干预措施三实施后为90.23%,干预措施四实施后为95.27%,全面实施干预措施一至干预措施四后为95.80%,均较干预措施实施前电话随访率（75.91%）有所增长;干预成功随访人数中,复诊率为84.34%（210/249）,全面实施措施后成功随访人数中复诊率为94.74%（216/228）。相较于干预前,干预后,圈员解决问题能力、责任心、沟通协调、团队凝聚力、积极性、品管手法、自信心、和谐感分值均升高（P<0.05）。干预前患者满意度为85.37%,干预后患者满意度为87.80%,干预后满意度有所升高,差异具有统计学意义（P<0.05）。结论通过开展品管圈活动,使重要异常结果电话随访率明显提高,有利于提升体检机构的服务质量和服务能力,有利于疾病的早发现、早干预。

关键词: 品管圈, 追踪管理模式, 健康体检, 重要异常结果, 随访率

Abstract: Objective Exploring the impact of establishing a tracking and management model for important abnormal results of health check ups based on quality control circle activities on improving telephone follow-up rates. Methods A total of 328 subjects with important abnormal results in Health Management Center of Sun Yat-sen Memorial Hospital of Sun Yat sen University from May 2022 to April 2023 were selected. The quality control circle activity group was set and the tracking management mode was carried out. The post intervention period was from November 2022 to April 2023,during which intervention measures 1-4 and comprehensive implementation measures were implemented for different samples. The number of successful follow-up after 1 month of follow-up was analyzed. Changes in the comprehensive ability of the circle staff before and after the intervention and the patients’ satisfaction with the health management center were compared. Results The telephone follow-up rate after intervention 1 was 85. 02%,88. 59% after intervention 2,90. 23% after intervention 3,95. 27% after intervention 4 and 95. 80% after all intervention,which was higher than 75. 91% before intervention implementation. Among the single intervention individuals,the re-visit rate was 84. 34%（210/249）,and after the comprehensive implementation of measures,the re-visit rate among the successfully intervened individuals was 94. 74%（216/228）. After the intervention,the problem solving ability,responsibility,communication and coordination,team cohesion,enthusiasm,quality control techniques,self-confidence,and sense of harmony all significantly increased（P<0. 05）. The patient satisfaction rate before intervention was 85. 37%,and after intervention it was 87. 80%. The satisfaction rate increased after intervention,and the difference was statistically significant（P<0. 05）. Conclusions Through the quality control circle activities,the telephone follow-up rate of important abnormal results is significantly improved,which is conducive to improving the service quality and service capacity of physical examination institutions,is conducive to the early detection and early intervention of diseases.

Key words: quality control circle, tracking management mode, health examination, important abnormal results, follow-up rate

钟金霞, 朱丽贞, 臧娴, 曹彦, 陈荣, 王若梅. 基于品管圈活动构建健康体检重要异常结果的追踪管理模式对提高电话随访率的影响[J]. 广州医药, 2025, 56(9): 1232-1237.

ZHONG Jinxia, ZHU Lizhen, ZANG Xian, CAO Yan, CHEN Rong, WANG Ruomei. The impact of building a tracking management model for important abnormal results of health check ups based on quality control circle activities on improving telephone follow-up rates[J]. Guangzhou Medical Journal, 2025, 56(9): 1232-1237.

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