基于HOQ的患者满意度测评模型实证研究

The Study of Patient Satisfaction Evaluation System Model Based on HOQ

把质量屋(HOQ)引入到患者满意度测评中,通过矩阵图表的方式,确定影响患者满意度的关键测评指标并逐级展开,形成基于HOQ的患者满意度测评指标体系及相应的评价模型,探索出一种科学、简便、直观、易于理解和操作的满意度测评方法,并通过测评实例说明其实施过程。

The House of Quality （HOQ） method is introduced to patient satisfaction evaluation, and by the way of matrix chart, the key evaluation index of patient satisfaction isspecified and spread out in level,The method described above is the mainframe of index systemand evaluation model of patient satisfaction evaluation based on HOQ. A set of satisfaction evaluation methods which are scientific, simple, intuitional and easy for understanding andoperating are put forward in it and the implementation procedure is aiso explained bythe evaluation example.