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医院顾客满意度测评是伴随着医院改革的进程越来越被重视和应用,是医院管理中不可缺少的环节。广东省中医院从上个世纪90年代中期就开始积极探索顾客满意度测评,通过10多年不断的探索和完善,目前已建立起一套系统的全面的顾客满意度测评管理体系。本文从满意度测评管理的规范和长效、满意度问卷设计的科学和合理、满意度调查方式的可靠和多样、满意度统计分析的严谨和全面、满意度评估结果的反馈和利用这5个关键环节对我院构建顾客满意度测评管理体系的经验做一总结,以期抛砖引玉,为医院同行提供参考。
Hospital Customer Satisfaction Assessment is accompanied by the process of hospital reform more and more attention and application of hospital management is an indispensable link. Guangdong Provincial Hospital of Traditional Chinese Medicine has been actively exploring customer satisfaction assessment since the mid 90s of the last century. After more than 10 years of continuous exploration and improvement, Guangdong Provincial Hospital of Chinese Medicine has set up a systematic and comprehensive customer satisfaction evaluation management system. This article from the satisfaction of the management of the norms and long-term evaluation, satisfaction questionnaire design science and reasonable, satisfactory and reliable survey methods of diversity and reliability of statistical analysis of the rigorous and comprehensive, the satisfaction of the results of the feedback and the use of these 5 The key links of our hospital to build customer satisfaction assessment management system to do a summary of the experience, with a view to throwing bricks to provide reference for the hospital counterparts.