摘要
目的了解医院体检中心顾客的满意度情况,找出工作中的存在问题,为提高服务满意度和医疗服务质量提供参考。方法采用自制的调查表,随机抽样调查201例医院体检中心顾客,对其体检中心多个维度的满意度进行调查并对其选择医院的原因做出分析。结果顾客对中心各项满意度评分均在3.5～4.0分之间,总体满意度达到4.07,其中,医务人员对顾客的尊重、健康知识交流情况与整体满意度最具相关性(r=0.766,P=0.000;r=0.694,P=0.000)。而选择体检中心的主要原因是为求方便。结论提高体检中心顾客满意度应该从顾客的三类期望入手,优化体检流程,提供个性化服务,更重要的是建立客户关系,管理他们的健康。
Objective To improve the service of healthy physical examination in hospital by investigating satisfaction degree of clients and resolving existed problems. Methods 201 clients from physical examination center were surveyed by the self-made questionnaires. Results The scores of each item on satisfaction degree were between 3.5 - 4.0 and the general satisfaction degree reached 4.07 Customer satisfaction was closely correlated with the , respect of medical staff to customers and the education of health knowledge （ r = 0. 766, P = 0. 000） , （ r = 0. 694, P = 0. 000）. The main reason to choose medical center was convenience. Conclusion Optimizing the physical examination process, providing personal service and building good doctor-patient relationship were three important aspects to increase patients＇ satisfaction degree.
出处
《健康研究》
CAS
2011年第3期210-213,共4页
Health Research
关键词
医院体检中心
顾客满意度
对策
Hospital physical examination
client satisfaction degree
countermeasure
