服务利润链模型第三方满意度评价在门诊服务质量管理中的应用  

Application of third-party satisfaction evaluation of service profit chain model in outpatient service quality management

作　　者：向克兰[1] 熊剑[1] 李娜[1] 王青丽[1] 张炳义 张莉[1] XIANG Kelan;XIONG Jian;LI Na;WANG Qingli;ZhANG Bingyi;ZHANG Li(Department of Outpatient,the First People′s Hospital of Yichang City,People′s Hospital of Three Gorges University,Hubei Province,Yichang 443000,China)

机构地区：[1]三峡大学人民医院宜昌市第一人民医院门诊部

出　　处：《中国医药导报》2019年第34期161-164,共4页China Medical Herald

基　　金：湖北省宜昌市软科学研究计划项目(A14-30314)

摘　　要：目的探讨基于服务利润链模型的第三方满意度评价在门诊服务质量管理中的应用价值。方法选择2017年1月~2018年12月于三峡大学人民医院门诊就诊的患者及门诊医务人员进行满意度评价监测,其中,2017年1~12月的200例门诊患者及100名门诊医务人员采用自行设计满意度问卷,职能部门下发问卷调查表,回收统计结果并进行评价;2018年1~12月的200例门诊患者及100名门诊医务人员实施以服务利润链模型为基点,引入第三方满意度专业评价机构,采用Likert 5级评分法量化门诊患者及医务人员的满意度,以现场和电话、调查问卷、质性访谈等相结合方式对医患满意度进行多维度科学的评价;每季度1次,均进行4次调查。结果实施服务利润链模型第三方满意度评价后,门诊服务质量得到持续改进,门诊患者及医务人员的满意度得到显著提高,差异有高度统计学意义(P<0.01)。结论服务利润链模型第三方满意度评价能有效提高门诊服务质量管理效能,提升门诊医务人员及患者的满意度及感受。Objective To explore the application value of third-party satisfaction evaluation based on service profit chain model in outpatient service quality management.Methods From January 2017 to December 2018,patients and medical staff in the Outpatient Department of People′s Hospital of Three Gorges University were selected for satisfaction evaluation and monitoring.Among them,200 outpatients and 100 out-patient medical personnel from January to December 2017 used self-designed satisfaction questionnaires,which were distributed by functional departments and the statistical results were collected for evaluation.From January to December 2018,200 outpatient patients and 100 outpatient medical staff were implemented based on the service profit chain model,and a third-party satisfaction professional evaluation agency was introduced.Likert grade 5 was used to quantify the satisfaction of outpatient patients and medical staff,and the doctor-patient satisfaction was evaluated in a multi-dimensional scientific way by combining on-site and telephone,questionnaire,qualitative interview,etc.Once a quarter,four surveys were conducted.Results After the third-party satisfaction evaluation of the service profit chain model was implemented,the quality of outpatient service was continuously improved,and the satisfaction of outpatient patients and medical staff was significantly improved,with a highly statistically significant difference(P<0.01).Conclusion The third party satisfaction evaluation of service profit chain model can effectively improve the efficiency of service quality management and improve the satisfaction and feeling of medical staff and patients.

关 键 词：服务利润链模型 第三方满意度评价 质量管理 

分 类 号：R197.3[医药卫生—卫生事业管理]