互联网+全面顾客满意度管理提升医院服务质量调查研究

Investigation of internet + total customer satisfaction management to improve hospital service quality

目的:了解互联网+全面顾客满意度管理对医院服务质量的影响因素及现状,并提出相关建议。方法:采用国家卫生健康委医管中心设计的问卷,对医院内部顾客与外部顾客进行满意度调查,并进行统计学分析。结果:医院服务质量评价指标外部顾客满意度(患者)总体上得分较高,各级指标评价与提供服务能力呈相关性;内部顾客满意度(员工)总体上喜欢医院未考虑离开,薪酬福利、职业前景、工作内容与环境、同事及上下级关系是各员工重要的影响因素;实行互联网+全面顾客满意度管理,医院服务质量评价中3个结果指标实验组满意度红卡控制率、每万门诊患者投诉发生率和每千住院患者投诉发生率明显降低。结论:建立互联网+全面顾客满意度管理机制;重视内部顾客全面提升员工满意度;重视全面顾客满意度管理,提升医院服务品质。

Objectives: To understand the influence factors of Internet + total customer satisfaction management on hospital service quality, the status quo and put forward relevant suggestions. Methods: Questionnaires designed by the National Medical Administration Center were used to examine the hospital interior. Officials and external customers were surveyed and analyzed statistically. Results: Hospital service quality evaluation index external customer satisfaction(patient) score is higher on the whole, and the relationship between the evaluation of indicators at all levels and the ability to provide services. Internal Customer Satisfaction(Employees) generally likes hospitals without considering leaving,salaries, benefits, pre-career. Scenery, work content and environment, colleagues and superior-subordinate relationships are important factors affecting the employees of each series. Networking + Total Customer Satisfaction Management and Satisfaction Return of Three Result Indicators in Hospital Service Quality Evaluation Card control rate, complaint rate per 10,000 outpatients and complaint rate per 1,000 inpatients were significantly reduced. Conclusion: Establish the Internet +total customer satisfaction management mechanism;pay attention to internal customers to enhance employee satisfaction.To improve the quality of hospital service through comprehensive customer satisfaction management.