顾客满意度视角下的深圳市医疗服务整体管理的优劣势分析

Strengths and weaknesses analysis of overall management strategy for medical services in Shenzhen as measured by customer satisfaction

目的探讨顾客满意度视角下的深圳市医疗服务整体管理战略的优势和劣势，为进一步提高其整体竞争力提供参考。方法对2005年-2007年深圳市各级医疗机构满意度调查数据运用统计描述、方差分析以及象限图分析等方法进行统计分析。结果2005年-2007年深圳市各级医疗机构总体满意度依次为86．01分、87．71分、87．84分。从顾客满意度的视角下来看，深圳市一级医疗机构在医疗费用、就医环境、服务理念方面具有较大优势，而二级医疗机构在其医疗服务整体管理质量提高方面具有较大优势。结论深圳市各级医疗机构的顾客满意度均在逐年提高，但医疗服务整体管理战略在不同级别医疗机构的实施过程中，其优势和劣势表现各异。

Objective To evaluate the strengths and weaknesses of the overall management strategy of medical services in Shenzhen from the perspective of the customer satisfaction. Methods By means of statistical description, variance analysis, and the Magic Quadrant analysis, statistical analysis was made on the satisfaction survey data for all levels of medical institutions in Shenzhen from 2005 to 2007. Results From the perspective of customer satisfaction, the first class hospitals enjoy a greater advantage in medical expenses, medical environment, and service concepts, yet the second class ones maintain an obvious advantage in overall management quality improvement. Conclusions Customer satisfaction for all levels of medical organizations in Shenzhen keeps improving year by year, but different medical organizations behave differently in their overall management strategy.