医疗服务中顾客满意度指标体系的建立及应用

Establishment and Application of Measurement Index System of Customer Satisfaction in Medical Services

目的建立一套符合我国国情,体现病人需要与期望的综合医院门诊医疗服务顾客满意度测评指标体系,为医院医疗服务质量的评价与改善提供客观的测量工具。方法采用理论研究与实证分析相结合的研究方法。结果参考文献初步选定23个满意度测评指标。在此基础上经两次实证调查,先后发放调查问卷1 300份,初步建立了一个层层展开的三级医疗顾客满意度测评指标体系。指标体系共分一级指标3个、二级指标7个、三级指标21个,同时确定了二级指标与三级指标的权重。最终形成了综合医院门诊病人满意度调查问卷。结论经对调查结果进行信度检验与效度检验,证明该满意度测评指标体系是可信和有效的。所开发的应用工具简单实用,可帮助医院改进工作。

Objective The thesis aims at making an exploratory development on measurement system of customer satisfaction of the outpatient services and the methods applied in hospitals in China. Methods On the basis of literature review and an investigation of the reality of measuring customer satisfaction of medical organizations in China, the author identifies four main existing problems. Results After literature review, 23 satisfaction index have been defined, based on which 1 300 questionnaires were distributed. As a result, a three-level measurement index system of customer satisfaction for medical services is established, with 3 preliminary indexes, 7 secondary indexes and 21 tertiary indexes. Conclusion The credibility and effective tests of the research results prove that the measurement index system is reasonable and applicable for hospitals in China. On the basis of the research, the author presents a method, which is easy to grasp and analyze the demands of different types of patients in medical services.