国有医院后勤社会化服务质量的顾客满意度研究

Study on customer satisfaction of socializing logistics service quality in station-owned hospital

目的为国有医院实施全方位后勤社会化服务质量的监督与管理提供可操作的考核工具。方法采用现场抽样调查和统计学分析方法，对顾客满意度得分进行数据收集和分析。结果7年来，3类顾客对后勤社会化各项服务质量大都保持较高的满意度，达90％以上，但医院洗手间的清洁状况、餐饮服务和商业服务的满意度不高，仅为80％，而且时常波动；随着后勤服务供给能力的提高，除医务人员对保安服务和受理中心服务的满意度呈负相关，其它各项服务的满意度呈正相关或不变。结论产生了含24个指标的门诊患者满意度量表、含51个指标的住院患者满意度量表和含53个指标的医务人员满意度量表3类和可操作性强的满意度考核评价操作指引。

Objective To provide operation assessment tool in supervision and management of the service quality during all social logistics in station-owned hospital. Methods The scores data of monthly socializing logistics service quality from customer satisfaction were collected and analyzed by field sampling investigation and the statistical analysis method. Results A high quality of service satisfaction of three types customers about service quality evaluation have been maintained for 7 years, more than 90%, but the satisfaction of cleanliness of the hospital toilets, catering services and business services were not high, only 80% and often not consistant. As the higher the supply of logistics services was, their satisfaction was a positive correlation or no change except of medical staff＇s satisfaction on the security services and the reception center services. Conclusion Three types of logistics service quality （for medical staff, outpatients, inpatients） satisfaction questionnaire and feasible operating guidelines were developed.