我院调和满意度模型的构建思路与初步实践

Construction and Practice of“Reconcilable Satisfaction Model”in the Hospital

柳州市人民医院通过构建"调和满意度模型",即应用模型的核心是让患者在就医环境、医疗设备、医辅服务、服务态度、医护技术、诊疗效果、服务价格等方面体验到更多的满足,同时让医院员工在工作本身、背景、群体、回报、管理5个方面体验到更多的满足,全面改善了患者就医体验。

Through the construction of ＂reconcilable satisfaction model＂, Liuzhou People＇s Hospital makes the pa- tients more satisfied on medical environment, medical equipment, medical auxiliary service, service attitude, medi- cal technology, medical effect and service price, etc; and at the same time, the hospital makes medical staffs feel more satisfied on work itself, background, medical team, payoff and management. In this way, patients＇ medical experience is improved.