基于顾客满意度理论的我国医疗服务质量探析

Medical Service Quality in China: From the Perspective of Customers' Satisfaction Theory

随着医疗卫生事业的迅速发展与人们生活水平的快速提升,患者对医疗服务质量的要求也越来越高。医院顾客满意度是评价医院医疗服务质量的重要指标之一。本文阐述了顾客满意度理论,分析了医院顾客满意度对提高医疗服务质量的重要性,基于医院顾客满意度理论提出提高我国医疗服务质量的措施。

As the rapid development of the cause of medical and health care and the great promotion of people＇s living standards,the patients＇ requirement of medical service quality goes higher and higher.Hospital customers＇ satisfaction is the most important factor in the evaluation of the hospital for medical service quality.This article first illustrates the theory of customers satisfaction degree,then analyzes the importance of customers＇ satisfaction degree in improving the quality of medical service,lastly bring forward some effective measures which to improve the quality of medical service from the perspective of hospital customers＇ satisfaction degree.