广东省中医院顾客满意度测评管理体系的建立和完善  

Establishment and refinement of the customer satisfaction measurement system in Guangdong Provincial Hospital of Traditional Chinese Medicine

作　　者：夏萍[1] 黄慧玲[1] 吕玉波[1] 陈达灿[1] 翟理祥[1] 袁秀琴[1] 谭俊军[1] 李穗华[1] 吴大嵘[1] 胡艳梅[1] 黄翠云[1] 李雪[1] 杨沛莲[1] 杨波[2] 吴子刚[2] 庄岩[3] 

机构地区：[1]广东省中医院病人服务中心,广州市越秀区大德路111号510120 [2]广东省卫生厅,广东省广州市先烈南路17号510060 [3]广州中医药大学经济与管理学院

出　　处：《中国医院》2010年第10期43-47,共5页Chinese Hospitals

基　　金：中国医院协会2009-2010年度医院管理研究课题;项目编号:CHA-3-2010-036

摘　　要：医院顾客满意度测评是伴随着医院改革的进程越来越被重视和应用,是医院管理中不可缺少的环节。广东省中医院从上个世纪90年代中期就开始积极探索顾客满意度测评,通过10多年不断的探索和完善,目前已建立起一套系统的全面的顾客满意度测评管理体系。本文从满意度测评管理的规范和长效、满意度问卷设计的科学和合理、满意度调查方式的可靠和多样、满意度统计分析的严谨和全面、满意度评估结果的反馈和利用这5个关键环节对我院构建顾客满意度测评管理体系的经验做一总结,以期抛砖引玉,为医院同行提供参考。Hospital customer satisfaction measurement has become increasingly important and has been more wildly used in the hospital reform process. Guangdong Provincial Hospital of Traditional Chinese Medicine began to experiment with the customer satisfaction measurement from the mid-90s. The comprehensive customer satisfaction management system has established through 10 years of continuous experimentation and improvement. The purpose of this article is to present an overview of the establishment of customer satisfaction measurement from 5 key domains such as the normal practices and long-term effects of satisfaction measurement management, the science and rationality of satisfaction questionnaire design, the reliability and diversity of satisfaction survey methods, the rigorousness and comprehensiveness of satisfaction statistical analyses, and feedback and utility of satisfaction assessment to give some reference for other hospitals.

关 键 词：顾客满意测评 顾客满意度 患者满意度 

分 类 号：R197.4[医药卫生—卫生事业管理]