健康管理中心提高体检者满意度的做法与体会  

Practice and experiences of improving client satisfaction in health management center

作　　者：吴建平[1] 王力[1] 

机构地区：[1]白求恩国际和平医院健康管理中心

出　　处：《护理管理杂志》2014年第1期56-57,共2页Journal of Nursing Administration

摘　　要：目的通过体检满意度管理提高健康管理中心体检效率和体检者满意度。方法成立满意度管理小组,分析体检者不满意的相关因素,进行根本原因分析,制订改进措施并落实。结果体检时间减少,一次完成体检比例提高,体检者满意度提高(P<0.01)。结论重视体检者满意度,进行满意度管理能提高体检效率和满意度,达到社会效益和经济效益双赢。Objective To improve working efficiency and client satisfaction in health management center by physical satisfaction management. Methods A satisfaction management team was established to analyze the related factors of client unsatisfied and conduct root cause analysis ,formulate and implement improve ment measures. Results The average physical examination time was reduced,the proporation of completing examination for only once and client satistaction were improved （ P 〈 0.01 ）. Conclusion Satisfaction management can improve the efficiency and client satisfaction of physical examination, thus achieving a win - win of social benefits and economic benefits.

关 键 词：健康体检 满意度 护理管理 

分 类 号：C931[经济管理—管理学]