健康体检服务模式的初步建立和实施

Establishment and practice of the service mode in physical examination center

目的探讨优质健康体检服务模式的建立和实施,以提高健康体检服务质量。方法根据健康体检的特殊性,树立健康体检的特定服务理念,成立体检服务部门,完善服务制度和流程,统一服务标准。组织问卷调查小组在实施前后对体检客户抽查,分析客户的满意度和忠诚度变化情况。结果体检服务模式实施后,各项满意度和忠诚度都有明显的提升,P<0.05。结论建立有效的体检服务模式,加强体检工作人员的服务管理,是提高体检服务质量的有效措施,是增加体检中心竞争力的重要环节。

Objective To explore the possibility of establishment and practice of the service mode in physical examination center. Methods Give employees ideas on service concept of physical examination. Establish service department in physical ex- amination center, improve the service system and process and uniform service standards. We also organized a random survey with questionnaires on customers having physical examinations from September 2012 to April 2013, and analyzed the changes in satis- faction and loyalty. Results After the implementation and practice of service mode, the satisfaction and loyalty of customers had been improved significantly. Conclusion Establishing a valid medical service model and strengthening the management of staffs are effective ways to improve the quality of service. It is very important to increase the competitiveness for the physical examination center.