Houser Shannon H, Ray Midge N, Maisiak Richard, Panjamapirom Anantachai, Willing James, Schiff Gordon D, English Thomas, Nevin Christa, Berner Eta S
School of Health Professions, The University of Alabama at Birmingham, Birmingham, AL, USA.
Stud Health Technol Inform. 2013;192:112-6.
Follow-up calls after ambulatory visits are not routinely done, yet they can potentially detect and mitigate unresolved problems. Automated calls via an Interactive Voice Response System (IVRS) are an innovative way to conduct follow-up, but patients' attitudes toward follow-up calls are unknown. This study assessed 1) patient perceptions about follow-up calls after visits; 2) differences in perceptions between human and IVRS calls; and 3) association between follow-up calls and patient satisfaction with care. Post-visit follow-up calls in two ambulatory care setting were done in two phases. Phase 1 used a human caller and phase 2 used IVRS. Patient satisfaction questionnaires were completed after each phase. Results showed that 88% of patients favor the idea of the calls and those receiving them found them helpful. There were no differences in attitudes between patients receiving calls from clinic staff or from an IVRS. Patients receiving calls had higher patient satisfaction scores than those not called.
Patients value follow-up calls and they are associated with patient satisfaction with care. IVRS is an innovative way to conduct post-visit follow-up.
门诊就诊后的随访电话并非常规进行，但它们有可能发现并缓解未解决的问题。通过交互式语音应答系统（IVRS）进行自动电话随访是一种创新的随访方式，但患者对随访电话的态度尚不清楚。本研究评估了：1）患者对就诊后随访电话的看法；2）人工电话随访和IVRS电话随访在看法上的差异；3）随访电话与患者对医疗服务满意度之间的关联。在两个门诊护理机构进行了两个阶段的就诊后随访电话。第一阶段使用人工呼叫者，第二阶段使用IVRS。每个阶段后都完成了患者满意度调查问卷。结果显示，88%的患者赞成进行随访电话，且接受随访电话的患者认为这些电话很有帮助。接受诊所工作人员或IVRS电话随访的患者在态度上没有差异。接受电话随访的患者的满意度得分高于未接受电话随访的患者。
患者重视随访电话，且随访电话与患者对医疗服务的满意度相关。IVRS是一种进行就诊后随访的创新方式。
