医疗设备售后服务满意度评价与十年应用实践  

Satisfaction Evaluation and Ten Years Practical Application of the After-sale Service of Medical Equipment

作　　者：姜瑞瑶[1] 王龙辰[1] 金玮[1] 汪黎君[1] 李斌[1] JIANG Ruiyao WANG Longchen JIN Wei WANG Lijun LI Bin(BME Department, Shanghai Jiao Tong University Affiliated Shanghai Sixth People＇s Hospital, Shanghai, 20023)

机构地区：[1]上海交通大学附属第六人民医院医学装备处,上海市200233

出　　处：《中国医疗器械杂志》2017年第5期385-387,共3页Chinese Journal of Medical Instrumentation

基　　金：国家重点研发计划(2016YFC0106707)

摘　　要：针对医疗设备管理中突出的售后服务管理难题,通过专家咨询和样本预试验,建立了医疗设备售后服务满意度评价指标体系,并连续十年利用问卷调查方式在上海70家二级以上医院的设备管理部门和临床使用部门开展了医疗设备售后服务满意度地区性调查。十年医疗设备售后服务满意度评价实践结果显示整体满意度指数呈稳步小幅上升趋势,说明医疗设备售后服务满意度评价促进了各家主流供应商持续改善服务,对保障医疗设备的使用安全和高效运行起到了非常积极的推动作用。In terms of service management in the medical equipment field, Medical Equipment after-sale Service Satisfaction Evaluation System is established through expert consultation and sample experiment. Meanwhile, questionnaire survey has been applied to local service satisfaction survey work among equipment managements and clinical departments in seventy second and third grade hospitals in Shanghai in ten consecutive years. The result indicates that the satisfaction index has been growing slightly and stably, which clearly demonstrates that the evaluation has continually boosted the service work of various mainstream suppliers. And overall, the evaluation has played an active role in safeguarding and motivating the safety and effectiveness of medical equipment.

关 键 词：医疗设备 售后服务 满意度评价 

分 类 号：R197.32[医药卫生—卫生事业管理]