摘要
目的探讨医学验光定配框架眼镜后患者出现不满意投诉的原因和处理,进一步提高患者的满意度。方法选择2013年1月—2014年12月在华西医学验光配镜中心配镜后出现不满意反馈投诉的患者,对其进行针对性复查和相应处理,对投诉原因进行归类分析。结果在58 278例配镜患者中共接到投诉105例,包括戴镜不适投诉58例(55.2%),以双眼视觉异常、渐变镜、高度近视眼镜的验配为主;眼镜质量投诉23例(21.9%),其中镜架选择不满意16例;服务不满意投诉10例(9.5%);眼镜装配/调校问题7例(6.7%);其他7例(6.7%)。结论在医学验光配镜过程中,视光师及销售人员应与佩戴渐变镜、高度近视患者建立良好沟通,重视渐变镜、高度近视患者的镜架、镜片的合理选择,积极指导患者渐变镜的佩戴,做好患者的随访工作等;尤其对视疲劳明显的患者,需进行双眼视功能的检查,如发现双眼视功能异常和视疲劳密切相关,应指导患者进行特殊眼镜的验配及功能训练,才能进一步减少框架眼镜验配的投诉。
Objective To explore the causes and solutions of dissatisfied complaints about flame glasses wearing after medical optometry to improve service quality. Methods Patients with dissatisfied complaints about frame glasses wearing after medical optometry in West China Medical Center of Optometry Glasses between January 2013 and December 2014 were selected. Targeted re-examination and corresponding treatment was performed on them. The causes of their complaints were clustered and analyzed. Result There were 105 cases of complaints out of the 58 278 patients with frame glasses wearing after medical optometry, including complaints about wearing glasses uncomfortable in 58 cases （55.2%）, mainly related to abnormal binocular vision, high myopia and progressive glasses lens fitting; quality of glasses in 23 cases （21.9%）, in whom 16 were dissatisfied with the frame; quality of service in 10 cases （9.5%）; glasses assembly / calibration in 7 cases （6.7%）; and other dissatisfaction in 7 cases （6.7%）. Conclusions In medical optometry, optometrists and sales staff should establish a good communication with patients according to individual differences, attach importance to the selection of right flame and lens in patients with high myopia or progressive piece of glasses, introduce the right wearing method of progressive piece of glasses, and enhance the follow-up service. For patients with obvious eye fatigue, it is needed to check the binocular visual function, if the visual fatigue is closely related to abnormal binocular visual function, special glasses fitting and functional training should be instructed to the patients.
出处
《华西医学》
CAS
2017年第7期1050-1053,共4页
West China Medical Journal
关键词
医学验光配镜
投诉原因
双眼视觉异常
复合验光
Glasses wearing after medical optometry
Causes of complaints
Abnormal binocular vision
Compound optometry
