Effect of feedback closed-loop management system on patient satisfaction

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%,3 657/3 985) and the second half (with the incidence of 95.76%,3 610/3 770) 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. Key words: Quality control; Feedback closed-loop management; Patient satisfaction