满意度调查设计与服务质量评价  

IMPROVE MEDICAL SERVICE QUALITY THROUGH CUSTOMER SATISFACTION SURVEY

作　　者：田巍[1] 赵晓光[1] 王妍艳[1] 

机构地区：[1]中日友好医院,北京100029

出　　处：《现代医院》2007年第4期110-112,共3页Modern Hospitals

摘　　要：我院的“客户满意度调查”是通过对患者及员工的问卷调查,客观评价医院医疗技术、服务质量和管理水平的重要方法。我院先后于2004年、2005年及2006年在全院开展了三次大规模的“客户满意度调查”工作,每次对门/急诊患者、住院患者和内部职工大约1700人次进行问卷调查。调查结果不仅为医院的工作提供了客观、实用有效的量化指标,同时也反映出了医院工作中存在的一些亟待解决的问题,为改进医院工作指明了方向。Customer satisfaction survey through patients or employees questionnaires in hospital is an important method to objectively evaluate the medical technology, service quality and management level. Our hospital conducted three customer satisfaction surveys on the large scale in 2004, 2005 and 2006 respectively. The surveys took samples of around 1 700 people including outpatients, inpatients as well as internal employees through questionnaires. The surveys have provided the hospital with scientific, objective, practical and effective quantitative indicators. At the same time, they have also reflected some problems that must be solved quickly.

关 键 词：客户满意度 医疗服务质量 

分 类 号：R471[医药卫生—护理学]