基于中国顾客满意度指数模型的医疗设备维护维修效率满意度评价体系构建及价值研究  

Construction and value of evaluation system about satisfaction for efficiency of maintenance and repair for medical equipment on the basis of CCSI

作　　者：吴朝霞[1] 蔡饶兴[1] 李广[1] 雷振 Wu Zhaoxia;Cai Raoxing;Li Guang;Lei Zhen(Department of Medical Equipment,Lishui People's Hospital,Lishui 323000,China)

机构地区：[1]丽水市人民医院医疗设备科,丽水323000

出　　处：《中国医学装备》2025年第3期143-147,共5页China Medical Equipment

摘　　要：目的:构建基于中国顾客满意度指数(CCSI)模型的医疗设备维护维修效率满意度评价体系,分析其在设备管理中的应用价值。方法:基于CCSI模型构建要求,结合丽水市人民医院医疗设备应用情况,从设备操作人员满意度、忠诚度、设备形象、感知价值、预期质量和感知质量6个变量构建丽水市人民医院医疗设备维修维护效率CCSI模型(LS-CCSI),建立医院医疗设备维修维护效率满意度评价体系。选取2021年1月至2023年2月本院在用的100台医疗设备,对比基于CCSI模型的医疗设备维护维修效率满意度评价体系(简称LS-CCSI模型评价体系)应用前后,设备工程师、设备运维人员、设备操作人员和设备科管理人员对设备维护维修的满意度和设备应用质量满意度。结果:设备工程师、运维人员、操作人员和设备科管理人员对LS-CCSI模型评价体系应用后的设备维修维护满意度评分别为(90.36±3.26)、(92.65±4.36)、(93.14±2.98)和(93.14±4.69)分,均高于应用前,差异有统计学意义(t=14.349、12.249、17.283、10.348,P<0.05);LS-CCSI模型评价体系应用后设备维修及时性、维护及时性、应急管理及时性、故障检测及时性满意度评分和总评分分别为(22.14±1.36)、(23.11±1.25)、(22.14±1.36)、(23.45±1.36)和(90.84±5.33)分,均高于应用前,差异有统计学意义(t=15.232、13.476、11.340、13.179、13.284,P<0.05)。结论:基于CCSI的医疗设备维修维护效率满意度评价体系在医院医疗设备维护维修满意度评价中应用,可提高设备使用管理人员对设备维护维修的满意度,提升设备运行效率和设备管理质量,具有较高的应用价值。Objective:To construct a evaluation system based on the model of china customer satisfaction index(CCSI)about satisfaction for efficiency of maintenance and repair for medical equipment,so as to analyze its application value in management for equipment.Methods:Based on the requirements of constructing CCSI model,the CCSI model was built from 6 variables included satisfaction,loyalty,profile of equipment,perceived value,expected quality and perceived quality through combined with the application situation of medical equipment in Lishui People's Hospital.And then,the evaluation system about the satisfaction for efficiency of maintenance and repair for medical equipment of hospital was constructed.This paper selected 100 using medical equipment in our hospital during January 2021 and February 2023.The satisfactions of engineers,persons of operation and maintenance,operators of equipment,and managers of equipment department for maintenance and application quality were compared between before and after the evaluation system based on CCSI model was applied.Results:The satisfactions of engineers,persons of operation and maintenance,operators of equipment,and managers of equipment department on maintenance and repair for equipment wasere respectively(90.36±3.26),(92.65±4.36),(93.14±2.98)and(93.14±4.69)points after the evaluation system with CCSI model was applied,all of which were higher than those before it was applied,and the differences between them were significant(t=14.349,12.249,17.283,10.348,P<0.05).The satisfaction scores of medical staffs on the timeliness of maintenance,repair,emergency management,test for fault of equipment,and the total score were respectively(22.14±1.36),(23.11±1.25),(22.14±1.36),(23.45±1.36)and(90.84±5.33)after the evaluation system with CCSI model was applied,all of which were higher than those before it was applied,and the differences were statistically significant(t=15.232,13.476,11.340,13.179,13.284,P<0.05).Conclusion:The application of evaluation system based on CCSI about sat

关 键 词：中国顾客满意度指数(CCSI) 维修维护 满意度 评价体系 设备运行效率 

分 类 号：R197.39[医药卫生—卫生事业管理]