提升临床检验服务满意度的策略探讨

目的通过临床检验服务满意度调查,发现问题并制定有效的整改措施以提升临床检验服务水平,进而提升临床检验服务满意度。方法汇总分析吉林省一汽总医院2017-2018年来自临床医护、门诊患者的临床检验服务满意度调查问卷,针对搜集到的问题制定整改措施,不断监测服务满意度改进效果。结果搜集有效调查问卷1 528份,汇总问题11个,制定整改措施16项,统计结果显示服务满意度逐步提升(从2017年第一季度的75.8%提升到2018年第四季度的94.8%),差异有统计学意义;2018年全年满意度较2017年有所提升,2018年季度满意率同比2017年均有所提升。结论通过满意度调查发现科室存在的质量问题、管理和服务缺陷,及时制定有效的整改措施,不断提升了检验服务水平,提高了医护及患者对临床检验服务的满意度。

Discussion on the Strategy of Improving the Satisfaction of Clinical Examination Service

Objective Through the investigation of the satisfaction of clinical Inspection service, to find out the problems and to make effective corrective measures to improve the satisfaction of clinical Inspection service. Methods The survey questionnaire of satisfaction of clinical examination service from clinical medical and outpatient patients in Yiqi general hospital of Jilin province from 2017 to 2018 was summarized and analyzed, and corrective measures were made for the problems collected, and the improvement effect of service satisfaction was constantly monitored. Results 1 528 effective questionnaires were collected, 11 questions were summarized, and 16 corrective measures were formulated.The statistical results showed that the service satisfaction rate gradually increased(from 75.8 % in the first quarter of 2017 to 94.8 % in the fourth quarter of 2018). The difference was statistically significant.;The satisfaction rate for the whole year 2018 has improved from 2017, and the satisfaction rate for the 2018 quarter has improved from 2017. Conclusion Through the satisfaction survey, the quality problems, management and service defects of the department were found, effective corrective measures were made in time, the inspection service level was continuously improved, and the satisfaction of medical care and patients with clinical inspection services was increased.