The use of patient feedback to improve patient care and management of clinic transfusion area

Objective To explore the use of feedback to improve patient care and effectiveness of clinic infusion area management. Methods A survey on demand for nursing services was conducted by questionnaires in 600 patients at clinic infusion area. Phone interview was conducted one week later. Patient feedback was collected to develop improvement programs including training of standard speech for nurses,increase in services based on various demands, increase in health education, and establishment of a system to improve the infusion environment by regular check ups. Results Each quarter, the nursing quality such as organizational management, environmental management, professional management, safety management,and article management met the standards. The patient satisfaction rate increased to 94% from 86%. The number of complaints against nurses and nurse-patient disputes declined to 2-3/year from 6-8/year. No significant nursing accidents occurred. Conclusions Prompt feedback of patient demand for nursing in clinic infusion area and proper measures are of important significance in improving the quality of care and raising patient satisfaction. Key words: Clinic infusion; Information feedback; Quality of care