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目的:分析并研究在体检后客户中延伸服务的应用方法与应用效果。方法:通过对20000名体检后客户的回顾性分析,对比实施延伸服务前后两种状态下体检客户的变化(增加或减少)情况以及体检客户的收入情况等。结果:延伸服务实施后保留人数(7420)、新增人数(4102)、流失人数(1002)、经济收入(441.2)均显著优于实施前的3210、2112、3656人。且客户服务满意度也由88.4%提高至96.3%。P<0.05,具有统计学意义。结论:在体检后客户中实施延伸服务不仅显著提升了服务质量,增加了体检人员的满意度,而且保留并增加了体检人员,增加了医院的经济效益与知名度。
OBJECTIVE: To analyze and study the application methods and application effects of extending services in clients after physical examination. Methods: A retrospective analysis of 20,000 clients was conducted to compare changes (increase or decrease) in the number of health check-up clients before and after the extension of service and the status of health check-up clients. Results: The number of subscribers (7420), new subscribers (4102), loss of employees (1002) and economic income (441.2) after the implementation of extension service were all significantly better than the 3210,2112 and 3665 people before the implementation. Customer service satisfaction also increased from 88.4% to 96.3%. P <0.05, with statistical significance. Conclusion: The implementation of extended service after medical examination not only significantly improved the quality of service, increased the satisfaction of the medical staff, but also retained and increased the physical examination staff, increasing the hospital’s economic benefits and popularity.