顾客满意理论在医院管理中的应用价值分析  

Analysis of the Application Value of Customer Satisfaction Theory in Hospital Management

作　　者：马芙蓉[1] MA Furong(Department of Outpatient,the First Affiliated Hospital of Shihezi University,Shihezi Xinjiang 832000,China)

机构地区：[1]石河子大学第一附属医院门诊部,新疆石河子832000

出　　处：《中国卫生标准管理》2024年第24期98-101,共4页China Health Standard Management

摘　　要：目的 分析基于顾客满意理论的医院管理的应用效果。方法 选取2023年1—12月200例石河子市某三级医院门诊就诊的2型糖尿病患者,随机分组。对照组采取常规医院管理模式,观察组采取基于顾客满意理论的医院管理模式。比较2组患者的就医体验、对医疗服务的评价、满意度差异。结果 观察组患者的就医体验(就医体验优良率92.0%vs.79.0%)、对医疗服务的评价、满意度(服务满意度94.0%vs. 80.0%)均高于对照组,差异有统计学意义(P<0.05)。结论 顾客满意理论在医院管理的应用,可以改善患者的就医体验,提升患者对医院服务的满意度,可推广使用。Objective To analyze the application effect of hospital management based on customer satisfaction theory.Methods A total of 200 outpatients with type 2 diabetes admitted to a tertiaryl hospital in Shihezi city from January to December 2023 were randomly divided into two groups.The control group adopts the conventional hospital management mode,while the observation group adopts the hospital management mode based on customer satisfaction theory.The differences in medical experience,evaluation of medical services,and satisfaction between two groups of patients were compared.Results The observation group had higher levels of medical experience(92.0%vs.79.0%),evaluation of medical services,and satisfaction(94.0%vs.80.0%)compared to the control group,with statistically significant differences(P<0.05).Conclusion The application of customer satisfaction theory in hospital management can improve patients'medical experience and enhance their satisfaction with hospital services,which can be promoted and used.

关 键 词：顾客满意理论 医院管理 就医体验 医疗服务评价 满意度 医疗改革 

分 类 号：R197[医药卫生—卫生事业管理]