医院客户关系管理模式对肉毒毒素注射患者满意度及复诊率的影响初探  

Preliminary study on the impact of hospital customer relationship management mode on the satisfaction of botulinum toxin injection ratients and the rate of follow-up

作　　者：夏德园 黄思思[1] 陈美琳[1] 李艳[1] XIA De-yuan;HUANG Si-si;CHEN Mei-lin;LI Yan(Plastic and Cosmetic Center,West China Hospital of Stomatology,Sichuan University,Sichuan Province,610041,China)

机构地区：[1]四川大学华西口腔医院医疗美容科,四川成都610041

出　　处：《中国医疗美容》2021年第10期80-83,共4页China Medical Cosmetology

摘　　要：目的探讨医疗美容科引入医院客户关系管理模式(hospital customer relationship management model,HCRM)对A型肉毒毒素(以下简称“肉毒毒素”)微创注射患者满意度及复诊率的影响。方法选取2020年4月~2020年5月来我科进行首次肉毒毒素微创注射的57例患者作为对照组,按照常规护理模式提供护理服务;选取2020年6月~2020年7月来我科进行首次肉毒毒素微创注射的63例患者作为观察组,运用HCRM进行护理服务。采用自行设计的问卷调查表,收集两组患者对护理工作的满意度,统计两组患者来院复诊率,并对结果进行比较。结果观察组患者对护理工作的满意度和复诊率高于对照组(P<0.05)。结论在医疗美容科引入HCRM,为肉毒毒素微创注射患者提供了全新的就医体验,提高了患者满意度和复诊率,患者信任感和忠诚度提高,增强了医疗美容科核心竞争力,利于维护和发展患者,具有临床意义,值得推广。Objective To explore the impact of the hospital customer relationship management model(HCRM)introduced by the medical aesthetics department on the satisfaction of patients with minimally invasive injection of botulinum toxin(hereinafter referred to as"botulinum toxin")and the follow-up rate.Methods A total of 57 patients who came to our department for the first minimally invasive injection of botulinum toxin from April 2020 to May 2020 were selected as the control group,and nursing services were provided in accordance with the routine nursing model;June 2020-July 2020 In the past month,63 patients who received the first minimally invasive injection of botulinum toxin in our department served as the observation group and used HCRM for nursing care.A self-designed questionnaire was used to collect the satisfaction of the two groups of patients with nursing work,count the rate of return visits to the hospital for the two groups of patients,and compare the results.Results The patients in the observation group were more satisfied with nursing work and the rate of follow-up visits were higher than those in the control group(P<0.05).Conclusion The introduction of HCRM in the medical aesthetics department provides a new medical experience for patients with minimally invasive injection of botulinum toxin,improves patient satisfaction and return visits,improves patient trust and loyalty,and enhances the core competitiveness of the medical aesthetics department.It is beneficial to the maintenance and development of patients,has clinical significance and is worthy of promotion.

关 键 词：医院客户关系管理 医疗美容 微创注射 患者满意度 复诊率 

分 类 号：R473.6[医药卫生—护理学]