公立医院服务利润链模型式第三方满意度评价体系的构建与实施  

Construction and Implementation of the Third-party Satisfaction Evaluation System based on Profit Chain Model in Public Hospitals

作　　者：向克兰[1] 王青丽[1] 张炳义 熊剑[1] 李娜[1] XIANG Ke-lan;WANG Qing-li;ZHANG Bing-yi;XIONG Jian;LI Na(People’s Hospital of China Three Gorges University/First People′s Hospital of Yichang City,Yichang,Hubei 443000,China)

机构地区：[1]三峡大学人民医院/宜昌市第一人民医院,湖北省宜昌市443000

出　　处：《现代医院管理》2020年第2期9-12,共4页Modern Hospital Management

基　　金：湖北省宜昌市软科学研究计划项目(A14-30314)。

摘　　要：通过服务利润链模型式第三方满意度评价体系的构建与实施,分析该体系在医院服务质量管理中应用价值。服务利润链模型式第三方满意度评价体系能充分体现公立医院的公益性,提高盈利能力;能更客观、更科学地评价医院的服务质量,促进医院管理持续改进;能有效提升患者及医院员工的满意度,改善医疗服务质量;能有效调整第三方评价的不合理性及方向。Through the construction and implementation of the third party satisfaction evaluation system of service profit chain model,the application value of this system in hospital service quality management is analyzed.Service profit chain model of the third party satisfaction evaluation system can fully reflect public welfare of public hospitals,and improve profitability.It can evaluate the service quality of hospital more objectively and scientifically,promote the continuous improvement of hospital management,effectively improve the satisfaction of patients and hospital staff,and improve the quality of medical services.It can also effectively adjust the irrationality and direction of the third-party evaluation.

关 键 词：满意度 医疗服务 员工满意度 服务利润链第三方满意度评价体系 服务质量 

分 类 号：R197[医药卫生—卫生事业管理]