基于神秘客户体验法的连锁医院体检中心服务质量评价体系研究  

Service Quality Evaluation System of Physical Examination Center of Chain Hospital Based on Mysterious Customer Experience Method

作　　者：李亚红 孙莹莹 朱亚晋 谢红[1] LI Yahong;SUN Yingying;ZHU Yajin(School of Nursing,Peking University,Beijing,100191,China)

机构地区：[1]北京大学护理学院,北京100191 [2]中日友好医院,北京100029

出　　处：《中国卫生质量管理》2022年第10期62-67,共6页Chinese Health Quality Management

摘　　要：目的构建连锁医院体检中心服务质量评价体系,为医疗集团评价与改进旗下连锁医院体检中心服务质量提供参考。方法通过文献回顾,编制基于神秘客户体验法的连锁医院体检中心服务质量评价表和评价方案初稿,运用德尔菲法邀请25名专家进行两轮专家函询构建评价表,同时选取10名专家进行意见征询确立评价方案,形成评价体系。结果最终形成包含8个服务质量关键环节59项评价指标的评价表,和含有41条神秘客户现场体验执行标准以及11条专家评价执行标准的评价方案。结论本研究构建的神秘客户体验连锁医院体检中心服务质量评价体系具有科学性,评价指标和评价方案内容全面,可为医疗集团旗下连锁医院体检中心服务质量监管与改进提供参考。Objective To construct a service quality evaluation system of physical examination centers in chain hospitals based on mysterious customer experience method,and provide a reference for the medical group to evaluate and improve the service quality of physical examination centers in its chain hospitals.Methods The service quality evaluation form and the first draft of the evaluation scheme of physical examination centers in chain hospitals based on the mysterious customer experience method were prepared by literature review.The Delphi method was used to invite 25 experts to conduct two rounds of expert letter consultation to construct the evaluation form.Furthermore,10 experts were selected to conduct opinion consultation to establish the evaluation scheme and form the evaluation system.Results Finally,an evaluation table containing 8 key links of service quality and 59 service quality evaluation indicators was formed;a mysterious customer experience evaluation plan with 41 on-site and 11 experts'implementation standards was formed.Conclusion The service quality evaluation system of physical examination centers in chain hospitals based on the mysterious customer experience method constructed in this study is scientific,and the evaluation indicators and evaluation scheme are comprehensive,which can provide guidance for the supervision and improvement of service quality of physical examination centers in chain hospitals of medical groups.

关 键 词：神秘客户体验法 医疗集团 连锁医院 体检中心 服务质量 评价体系 

分 类 号：R197.3[医药卫生—卫生事业管理] R194.3[医药卫生—公共卫生与预防医学]