医疗责任保险参保医疗机构对保险经纪服务的满意度评价

Satisfaction Evaluation of Medical Institutions Participating in Medical Liability Insurance on Insurance Brokerage Services

目的:分析贵州省医疗责任保险统保工作实施以来,参保医疗机构对医责险保险经纪服务公司的满意度评价,为完善医责险统保工作提供参考。方法:对贵州省参保医疗机构进行问卷调查,了解医疗机构对医责险保险经纪服务公司的总体满意度和对业务熟悉程度、服务素养、服务效率、宣传培训、协助索赔服务、风险管理服务、保险前置服务7个单项的满意度,对满意度结果进行Spearman相关分析、方差分析和Kruskal-Wallis H检验。结果:医疗机构对医责险保险经纪服务公司的总体满意度评分为3.857,不同类别医疗机构总体满意度评分差异有统计学意义(P<0.05)。不同类别医疗机构对医责险保险经纪人员业务熟练程度、服务素养、服务效率、协助索赔服务的满意度,差异有统计学意义(P<0.05)。结论:参保医疗机构对医责险保险经纪服务公司满意度尚可,但保险经纪服务公司需进一步加大医责险宣传培训力度,提升保险前置服务,重视基层和民营医疗机构的保险经纪服务,从而有效提高其服务质量和服务效率,助推医责险统保工作。

Objective:To analyze the satisfaction evaluation of medical liability insurance brokerage service companies by participating medical institutions since the implementation of medical liability insurance in Guizhou province,so as to provide reference for improving the unified insurance work of medical liability insurance.Methods:The questionnaire was used to survey participating medical institutions in Guizhou province on their overall satisfaction with the medical liability insurance brokerage service company and seven individual items of business proficiency,service literacy,service efficiency,publicity and training,claims assistance service,risk management service,and insurance front-end service,and the satisfaction results were subjected to Spearman's correlation analysis,ANOVA,and Kruskal-Wallis H-test.Results:The overall satisfaction score of medical institutions for the brokerage service company of medical liability insurance was 3.857,The difference in overall satisfaction scores of different medical institutions was statistically significant(P<0.05).Different medical institutions have differences in the business proficiency,service literacy,service efficiency,and satisfaction of claims assistance services for medical liability insurance brokers,which were statistically significant(P<0.05).Conclusion:The satisfaction evaluation of medical liability insurance brokerage service companies by participating medical institutions is moderately well,but the insurance brokerage service companies need to further increase the publicity and training of medical liability insurance,improve insurance front-end service,pay attention to the insurance brokerage services of primary medical institutions and private medical institutions,effectively improve their service quality and efficiency,and help promote the unified insurance of medical liability insurance.