微信企业号在提高医院职工满意度中的作用探析

Improving the satisfaction of hospital staff： an attempt at Enterprise WeChat

目的探讨微信企业号在提高医院职工满意度中的应用及效果。方法按照员工工资号随机抽取某医院的医务人员为研究对象，并根据是否关注微信企业号分为观察组和对照组。2016年12月进行第一次满意度调查；随后拓展企业号信息的推送内容，提高推送频率，并新建服务型应用7个，1年后进行第二次调查。对两次调查中的志愿者，依据年龄、性别、学历、职称等因素行倾向得分匹配，采用卡方检验比较企业号服务更改前后的满意度差异。结果观察组在＂医院在改善医务人员执业环境方面做出的努力＂＂目前的工作强度和压力＂＂投诉处理＂＂绩效奖金分配＂＂行政、后勤人员对临床一线的服务＂＂继续在本院工作＂＂自觉维护医院的声誉＂＂对医院总体满意＂8个条目的满意度显著提升，11个条目无显著差异，0个下降（P〈0.05）。对照组各条目满意度未见明显变化。结论微信企业号能够在工作环境、工作负担、福利薪酬、服务保障、认同与荣誉、总体评价6个维度上提高职工满意度。

Objective To explore the application and effect of enterprise WeChat in improving hospital staff satisfaction. Methods Medical staff from Beijing Tongren Hospital were randomly recruited, and divided into an observation group and a control group according to whether they keep track of WeChat enterprise account prior to the first survey. In December 2016, a satisfaction survey was conducted, followed by the increased frequency and content of WeChat service, as well as 7 newly introduced service applications. The second survey was made in December 2017. Propensity score matching was applied to the respondents of the two questionnaires, to eliminate such differences as gender, age, and education between the two surveys. Chi-square test was used to analyze the difference of satisfaction between the observation group and the control group before and after improving the WeChat service. Results Compared with the control group, the observation group has made significant improvement in 8 items, including ＂ efforts made by the hospital to improve the practice environment of medical staff＂, ＂current work intensity and pressure＂, ＂complaint handling＂ , ＂ performance bonus distribution＂ , ＂ administrative and logistical staff＇s clinical front-line service＂, ＂ continue to work in our hospital＂, ＂ consciously safeguard the reputation of the hospital＂ , ＂overall satisfaction with the hospital＂. There was no significant difference between the 11 items, and none of them decrease （ P 〈 0.05 ）. Conclusions Enterprise WeChat can improve staff satisfaction in 6 dimensions ： working environment, workload, welfare and pay, service guarantee, identification and honor, and overall evaluation.