顾客满意理论在医学实验室质量管理体系中的应用  

Application of the customer satisfaction theory in quality management system of medical laboratories

作　　者：王利新[1] 李锋[1] 王利茹[1] 潘琳[1] 魏军[1] 

机构地区：[1]宁夏医科大学总医院医学实验中心,银川750004

出　　处：《中华医院管理杂志》2014年第1期34-36,共3页Chinese Journal of Hospital Administration

摘　　要：医学实验室承担着为临床治疗提供检验数据以及咨询服务的职能，保证检验结果的及时、准确、可靠，提供满意的检验服务已成为医学实验室的核心工作。通过对顾客满意理论以及质量管理体系的相关理论的归纳与总结，在剖析医学实验室质量管理存在问题的基础上，尝试找到影响检验服务质量问题的根源，以顾客满意理论以及CNA孓CL02〈〈医学实验室质量和能力认可准则》（IS015189：2007）的要求构建质量管理体系，持续提高服务质量，确保提供顾客满意的检验服务。Medical laboratories provide test ensuring test results being timely, accurate and data and consultation services and are engaged in reliable, which are satisfactory for their service recipients. A summary of the customer satisfaction theory and quality management system, and an analysis of problems found in the quality management of such laboratories, attempt to pinpoint underlying causes of service quality setbacks. Based on such studies, the quality management system is built in accordance with customer satisfaction theory and CNAS-CL02 ＂Accreditation Criteria for the Quality and Competence of Medical Laboratories＂ （ISO 15189.. 2007）. Such efforts aim to continuously improve service quality and ensure customer satisfaction.

关 键 词：顾客满意 医学实验室 质量管理体系 

分 类 号：R197.323[医药卫生—卫生事业管理]