医院网络信息中心满意度调查研究

Investigation of service satisfaction of network information center in hospital

目的开展对网络信息中心满意度调查,明确服务缺陷和存在的问题,以改进网络信息中心业务技能和服务水平。方法对全院进行随机抽样问卷调查,用统计学方法对采集的数据进行分析,了解医生、护士、行政后勤人员对网络信息中心的服务满意度及影响满意度的各因素重要性差异。结果行政后勤总体满意度高于临床,医生、护士之间差异无统计学意义;在影响满意度的各因素中,服务态度是最为重要的。结论(1)医院网络信息中心服务的友好性、及时性;网络的稳定性以及服务人员的业务技能水平成为制约满意度高低的关键,网络信息中心必须在建立健全安全管理制度和网络巡查制度的同时,积极开展业务技能培训,并根据各科室的合理需求,完善优化系统流程;(2)合理的硬件外包服务模式,将网络信息中心技术人员从繁杂的维护工作中解放出来,集中精力于深层次的"数据挖掘"等信息利用上,更好地服务临床、行政后勤部门,也将进一步提升网络信息中心的满意度。

Objective Through the investigation of network information center＇s satisfaction, to find out deficiencies and problems in services,and to improve the skills and quality of service of network information center. Methods Carrying out a hospitalwide random sampling survey, the collected data were analyzed with the logistic regression. To analyze the satisfaction of network information services among doctors, nurses, and administration staff members, and the relevant factors affecting the satisfaction; and to decide the importance of these factors. Results The administrative department＇s satisfaction was higher than the clinical sector＇s,There was no significant difference between doctors and nurses. Service attitude was the most important factor among these affecting the total satisfaction. Conclusion （1）The friendship and timeliness of network information center, the stablity of network, and the skills of staff are the key factors affecting the service satisfaction, so the network information center has to establish and improve the safety management system and network inspection system, start skills training actively,optimize the workflow of system according to the requirements of clinical departments; （2）Outsourcing model can make the staff out from the repeating maintenace work, concentrate on ＂data mining＂, and can also upgrade the network satisfaction further.