辽宁省基层医疗机构医疗器械售后服务满意度基线调查  

Baseline Survey of the After-Sales Services Satisfaction of Medical Devices in Primary Medical Institutions in Liaoning Province

作　　者：佟青 李爽 张蕊 张立新 刘运泳[4] 刘华 Tong Qing;Li Shuang;Zhang Rui;Zhang Lixin;Liu Yunyong;Liu Hua(Jinzhou Medical University,Jinzhou Liaoning 121000,China;Liaoning Provincial Center for Disease Control,Shenyang Liaoning 110000,China;Jinzhou Beizhen County Health Commission,Jinzhou Liaoning 121000,China;Liaoning Cancer Hospital,Shenyang Liaoning 110000,China)

机构地区：[1]锦州医科大学,辽宁锦州121000 [2]辽宁省疾病控制中心,辽宁沈阳110000 [3]锦州市北镇县卫生健康局,辽宁锦州121000 [4]辽宁省肿瘤医院,辽宁沈阳110000

出　　处：《医疗装备》2021年第1期56-57,61,共3页Medical Equipment

基　　金：国家重点研发项目(2017YFC0114208)。

摘　　要：目的了解辽宁省基层医疗机构重点诊疗器械的配备情况及售后服务满意度,为“十三五”重点研发计划《辽宁省创新诊疗装备区域应用示范》项目之国产医疗器械“531”联合售后服务新模式的研究提供理论依据。方法于2018年6—7月采用问卷调查的方式,从医学工程器械运维技术掌握情况、相关培训情况、售后维修满意度等方面,对临床医护人员、器械操作或维修人员进行调查。结果辽宁省基层医疗机构诊疗器械配置以国产器械为主,配置率为56.42%;国产器械的正常运行率、售后服务质量满意度、厂家技术培训满意度及售后维修服务质量满意度均低于进口器械。结论辽宁省基层医疗机构国产医疗器械售后维修服务需不断创造新模式,且需加强对基层医疗机构器械操作人员的培训力度,以提升售后服务能力,促进分级诊疗的有效实施。Objective The equipped status of key diagnosis and treatment devices and the satisfaction of aftersales services of primary medical institutions in Liaoning province was investigated and this provided a theoretical basis for innovating the new model of the domestic medical devices"531"platform combined with after-sales services of domestic medical devices in the 13th Five-Year Plan of"Liaoning Province Innovative Diagnosis and Treatment Equipment Regional Application Demonstration Project".Methods A questionnaire survey was conducted from June to July in 2018 among medical staff,devices'operators and maintenance technicians,aiming at understanding the status of the proficiency of operating and maintaining medical engineering devices,relevant training information,and after-sales maintenance satisfaction.Results The diagnosis and treatment devices of primary medical institutions in Liaoning province were mainly made in China,with the proportion of 56.42%.The normal operation rate,the satisfaction of after-sales services quality,the satisfaction of manufacturers'technical training and the satisfaction of after-sales maintenance services quality of the domestic medical devices were all lower than those of the imported medical devices.Conclusion In order to improve the capacity of after-sales services and promote the effective implementation of graded diagnosis and treatment,it is necessary to innovate new models for the after-sales services of domestic medical devices in the primary medical institutions in Liaoning province and strengthen the training of medical devices operators.

关 键 词：基层医疗机构 国产医疗器械 售后服务 满意度 模式 

分 类 号：R197.39[医药卫生—卫生事业管理]