医疗服务评估体系中医院顾客满意度综合评价分析-第三军医大学学报.doc

深圳市医院顾客总体满意度的评价分析 谢妮1,2 韩春艳3 刘堃3 郑静3 孙振球1* （1.中南大学公共卫生学院，湖南 长沙 410078；2.深圳市第二人民医院，广东 深圳 518035；3.深圳市卫生和人口计划生育委员会，广东 深圳 518020） 〔摘要〕：目的 掌握深圳市医院顾客满意度结果，分析医院顾客满意度特点，以此来探讨医院服务过程中存在的不足，并针对医院服务不足提出相关参考建议。方法 对2008年-2009年深圳市各级医疗机构满意度调查运用统计描述、方差分析以及象限图分析等方法进行统计分析。结果 2008-2009年深圳市各级医疗机构总体满意度分别为80.00分、80.17分。2009年深圳市医院顾客满意度与上年度相比稳中有升，而与上年度相比顾客忠诚度上升了4.36%。各级别医疗机构二级指标的满意度情况中，二级医疗机构就医环境、服务理念、技术水平、医德医风、医疗费用的得分较高。结论 运用医院顾客满意度测评可以掌握服务质量的突出特点与不足，并根据行业特点和社会要求改善工作，提升与保持医院的竞争优势。 关键词 医院顾客 服务质量 顾客满意度 评价分析 Estimate analysis of customer overall satisfaction at hospital in Shenzhen city XIE Ni1,2, HAN Chunyan3 , LIU Kun3, ZHENG Jin3,SUN Zhenqiu1；；1.School of Public Health,Central Soutj University,Changsha 410078;2. The Second People’s Hospital in Shenzhen, Shenzhen 518035;3.Shenzhen Health and Family Planning Commission, Shenzhen 518020 Corresponding author: SUN Zhen-qiu,Email:gracexn2001@ [Abstract] Objective To investigate the insufficiency at the course of hospital service and propose correlated reference and suggestion through analyze hospital customer satisfaction and feature.Methods By means of statistical description,variance ananlysis,and the Magic Quadrant analysis,statistical analysis was made on the satisfaction survey data for all levels of medical institutions in Shenzhen from 2008 to 2009.Results The overall satisfaction value are 80 and 80.17 score in 2008 and 2009 respectively. The customer satisfaction in 2009 is rise than it in 2008 at hospital in Shenzhen. The customer fidelity value in 2009 is more percent 4.36 than it in 2008 at hospital in Shenzhen. The scores of medical environment, service concepts, technology level, medical ethics and medical expenses are much high at second class medical service. Conclusion The outstanding feature and insufficiency of service quality could be mastered though measuring the customer satisfaction at hospital. The work could be improved according to profession feature an