基于SCSB模型的医院用血满意度问卷构建与实施  

Construction and Implementation of the Satisfaction Measurement in Hospital about Blood Supply based on SCSB Model

作　　者：沈垚 孙泉 沈永艳 SHEN Yao;SUN Quan;SHEN Yongyan(Huzhou Blood Center,Zhejiang 313000,China)

机构地区：[1]湖州市中心血站,浙江湖州313000

出　　处：《浙江医学教育》2021年第2期44-47,共4页Zhejiang Medical Education

摘　　要：目的:参照SCSB模型设计方法对湖州市医院用血满意度进行评价。方法:设计包含顾客期望、表现感知、顾客满意度、顾客投诉和顾客忠诚等5个维度20个条目的满意度调查问卷,对医院输血科和临床科室人员进行测量,收集有效问卷统计分析。结果:2018年和2019年湖州市用血综合满意指数分别为(92.29±2.46)和(92.72±2.16),差异无统计学意义;2019年,三级医院综合满意指数为(96.24±6.52),高于二级及以下医院(91.22±8.74),t=-6.508,P<0.001。结论:参照SCSB模型设计调查问卷对医院用血满意指数进行评价,提出相应的改进措施,对持续提高地市中心血站的服务能力,不断提高采供血管理质量水平具有积极意义。[Objective]The method was determined based on SCSB model to measure the satisfaction in hospital in huzhou about blood supply. [Method]Design satisfaction questionnaire w hich included 20 items,customer expectation,performance perception,customer satisfaction,customer complaints and customer loyalty w ere all included. The survey w as carried out in blood transfusion department and clinical department in hospital. Effective questionnaires w ere collected and the data w ere statistical analyzed.[Result]In 2018 and 2019,the comprehensive satisfaction index of blood use in Huzhou w as( 92. 29 ± 2. 46) and( 92. 72 ± 2. 16),respectively. The difference w as not statistically significant. In 2019,the comprehensive satisfaction index of tertiary hospitals w as( 96. 24 ± 6. 52),w hich w as higher than that of secondary and low er hospitals( 91. 22 ± 8. 74,t =-6. 508,P < 0. 001). [Conclusion] The satisfaction measurement w as carried out in hospital about blood supply based on SCSB model and the improvement measures w ere implemented plays positive effect for continually improving the service ability to hospital and the quality management of the blood station.

关 键 词：瑞典顾客满意度指数模型 输血 满意度 

分 类 号：R197.323[医药卫生—卫生事业管理]