基于顾客满意理论的医院管理在改善患者就医体验及满意度中的应用研究  

Study on the application of hospital management based on customer satisfactory theory in improving patients hostipal experience and satisfaction

作　　者：倪丽 刘利[1] NI Li;LIU Li(Party Office,Huai’an No.4 People’s Hospital,Jiangsu Province,Huai’an223002,China)

机构地区：[1]江苏省淮安市第四人民医院党办,江苏淮安223002

出　　处：《中国医药导报》2021年第7期157-160,共4页China Medical Herald

基　　金：江苏省教育厅高校哲学社会科学研究基金资助项目(2017SJB1003)。

摘　　要：目的分析基于顾客满意理论的医院管理在改善患者就医体验及满意度中的应用效果。方法选择2017年7月—2018年6月江苏省淮安市第四人民医院就诊患者636例,根据实施顾客满意理论医院管理的时间将其分为实施前组(2017年7月—12月)312例、实施后组(2018年1月—6月)324例。实施前组实施传统医院管理策略;实施后组实施基于顾客满意理论的医院管理策略,比较两组就医体验、满意度。结果实施基于顾客满意理论的医院管理策略后,实施后组就医环境及可及体验、医患沟通体验、医疗信息体验、诊疗结果体验、医院整体评价、感知质量、感知价值、患者满意度、患者忠诚度评分明显高于实施前组(P<0.05)。结论基于顾客满意理论的医院管理有助于增强患者就医体验愉悦程度,提高患者满意度及忠诚度,对于构建和谐医患关系、促进医院健康成长有积极的应用价值。Objective To analyze the application effect of hospital management based on the customer satisfactory theory in improving patients hostipal experience and satisfaction.Methods A total of 636 patients admitted to Huai’an No.4 People’s Hospital from July 2017 to June 2018 were selected.According to the time of the implementation of customer satisfaction theory hospital management,the patients were divided into the pre-implementation group(from July to December 2017)with 312 cases and the post-implementation group(from January to June 2018)with 324 cases.The pre-implementation group implemented the traditional hospital management strategy,and the post-implementation group implemented the hospital management strategy based on the customer satisfaction theory.The medical experience and satisfaction in the two groups were compared.Results After the implementation of the hospital management strategy based on customer satisfaction theory,the post-implementation group were significantly higher than those in the pre-implementation group in terms of medical environment and accessibility experience,doctor-patient communication experience,medical information experience,diagnosis and treatment result experience,overall hospital evaluation,perceived quality,perceived value,patient satisfaction and patient loyalty(P<0.05).Conclusion Hospital management based on customer satisfaction theory is helpful to enhance the pleasure of patients’medical experience,improve patient satisfaction and loyalty,and has a positive application value for building a harmonious doctor-patient relationship and promoting the healthy growth of hospitals.

关 键 词：顾客满意理论 医院管理 就医体验 患者满意度 

分 类 号：R197.1[医药卫生—卫生事业管理]