住院病人对医院服务方式的需求调查及分析

The Inpatients’ Requirements For the Ways of Hospital Service——Investigation and Analysis

目的探讨客户关怀系统在医院服务管理中的需求趋势,以提高医院的核心竞争力。方法设计调查表,随机对无锡市某医院440名住院病人就医院不同服务方式进行问卷调查。结果调查对象在选择现有模式或CCS模式时根据项目不同各有侧重;由于年龄、文化程度及收入的不同,对于不同就诊模式的需求、对于现有的服务管理模式及CCS下的服务管理模式的需求是不同的,且其差异均有统计学意义。结论医院应根据医疗市场的特点,结合医院实际,将客户关系管理引入医院HIS;逐渐建立和完善客户关怀系统,以构建医院核心竞争力。

Objective： To study the effect of client care system （CCS） of the hospital＇ s ser-vice and management in order to improve the hospital＇ s competitive power. Method：Questionnaires were designed first and 440 inpatients were investigated at random about ways of the hospital＇ s service in one of the hospitals in Wuxi. Result：The inpatients investigated showed differences in choosing existing mode or CCS mode with regard to different service items which was closely related with different age groups, culture and income. Most inpatients of some groups prefer the existing managerial mode while other groups CCS mode. The difference is significant statistically. Conclusion： The hospital should use CCS management in HIS system according to the characteristics of medical market and the hospital＇ s own condition, to establish and improve gradually CCS so as to build the hospital＇ s competitive power.