医学实验室患者满意评价体系的建立

Establishment of evaluation system for customer satisfaction on medical laboratory

患者满意理论在服务行业的理论研究和实践应用已有较长时间，取得了显著的理论成果和实用价值。但在医疗服务行业的应用研究才起步，成果较少，存在诸多问题需要进行系统的理论研究和实践探索。通过分析国内外患者满意理论研究现状，归纳总结患者满意研究在医疗服务行业应用中面临的问题，参考其他行业和医疗服务行业患者满意方面的研究成果，尝试建立医学实验室患者满意评价体系，并探讨其对于提升医学实验室服务能力的积极意义。

The theory of customer satisfaction had a long history in theory research and practical application of the service industry, and obtained significant theoretical and practical value. However, the application of theory of customer satisfaction in medical service industry has just started, there are less results and many problems that need to explore in the theoretical research and practice. In this paper, we summarized the problems of the research on customer satisfaction in medical service industry through analyzing the present situation of the theory of domestic and foreign customer satisfaction, tried to establish a evaluation system of customer satisfaction in medical laboratory, and to explore its positive significance in improving the ability of medical service through review of the research and application practice of theory of customer satisfaction in other industries.