国内医疗服务顾客满意理论研究的问题及发展方向

顾客满意理论在许多行业得到充分应用,而与其他行业相比,医疗服务的顾客满意理论的研究却较为薄弱.研究我国医疗服务行业顾客满意理论应用存在的问题,建立适合我国国情的医疗行业顾客满意指数模型,为我国医疗服务机构提高顾客满意度提供理论依据和方法模式,已是我国医疗服务组织不断提高医疗服务质量,提高竞争力的有效途径.     

医疗顾客满意度指数测评理论模型研究

顾客满意度指数模型旨在发现和确定影响CSI的因素，以及CSI和这些因素之间的作用机制。本文通过国外CSI模型的研究，以及分析了医疗服务行业特点和建立医疗服务业的CSI模型的意义，模拟建立我国医疗服务业的CSI理论模型，探索顾客满意理论在我国医疗服务业中的深入研究应用。     

医护人员对医技科室服务满意度的Ridit分析

顾客满意理论是随质量管理理论的发展而出现的.近年来,我国医疗服务行业对顾客(病人)满意度的研究日益重视.医院的顾客包括外部顾客(病人),也包括内部顾客(员工)[1].改进医疗服务质量,内部顾客与外部顾客同样重要,考核顾客满意度应当同时关注内部和外部满意度,关注内部顾客的声音将使管理者更加清楚提升医疗服务质量的途径.本文采用Ridit分析法对我院2005年医师与护理人员对医技科室服务的满意度分析如下.     

病人满意度调查问卷设计

顾客满意理论是随质量管理理论的发展而出现的。近年来，我国的医疗服务行业对顾客（病人）满意度研究也日益重视起来，各项综合性的评比已将病人满意度列为一项重要指标。要成功地进行一次病人满意度测评，问卷的设计是病人满意度测评过程中非常关键的环节。满意度测评的数据都是源于问卷调查，可以说，问卷设计的成功是整个病人满意度测评工作成功的一半。     

医疗服务的顾客满意研究

文章将服务企业的服务观念引入医疗服务行业 ,结合医疗卫生服务的特征 ,引用服务企业的优化管理理论 ,提出了实现医疗服务顾客满意的三大优化策略 :服务人员管理优化策略 ,采用“零缺陷”的策略 ,使服务承诺与服务相配策略。     

"顾客满意"理论在医院服务管理中的意义

医疗卫生行业是关系人的生老病死、担负救死扶伤、增进全民健康的公益事业。目前，优化生存环境、提高生命质量和促进身心健康是医疗服务行业的发展目标。虽然医疗卫生各阶段的侧重点不同，但都是以满足服务对象(患者)的需要为服务宗旨。随着医疗改革的不断深入，我国的医疗卫生行业在其经营服务中，既要突出社会效益的基本原则，又要强调经济效益的市场原则。顾客满意理论作为以全面协调经营主体的各种关系为研究对象的一种理论，也应是一种值得借鉴的医院管理新理论。     

CS营销战略在医院经营中的应用

CS是英语 customer satisfyaction的缩写,意为“顾客满意”,是目前市场营销的新观念,它与建立于企业形象基础上的CI有所不同,在市场中体现顾客的核心地位,它要建立的是企业为顾客服务,使顾客满意的系统,根本的出发点是要站在顾客的立场上考虑和解决问题,把顾客的需求和满意放在第一位,与顾客建立密切的合作关系。 目前CS营销战略广泛应用于各类企业,也十分适用于医疗服务行业。如何把患者的需求和满意作为医院工作的出发     

正确对待顾客投诉提高医疗服务质量

医疗服务行业的顾客投诉日趋增多，本从顺畅投诉渠道，正确引导投诉，积极响应投诉，艺术回应投诉等方面，阐述了科学、正确地对待医疗服务中出现的顾客投诉，是完善和提高医疗服务质量的前提和保证。     

2家医院住院病人医疗服务满意度分析

顾客满意（CS）是当今国际管理界、服务界最具活力的词语,是未来质量的最高标准。近年来,顾客满意经营理念被广泛地引入服务行业中来,并被视为增强企业竞争力的有效手段。随着医学模式的转变和市场经济的发展,病人对医疗服务的要求越来越高。[第一段]     

关注患者共创"人民满意医院"

随着人们对健康观念的重视以及对医学知识的提高,使患者对医生的选择意识以及对医生的服务质量要求有了根本性改变。加之医疗市场竞争日益激烈,顾客满意经营理念已被广泛地导入到医疗服务行业中来,并成为增强竞争力的重中之重。如何进     

Trends in meningococcal disease in Italy in 1988

Meningococcal disease in Italy decreased 15% in 1988 from the previous year (290 vs. 342 cases). The decline was particularly evident in military cases (1.7/100,000 in 1988 vs. 5/100,000 in 1987) reflecting the full coverage of bivalent serogroup (A + C) meningococcal polysaccaride vaccine in army recruits, achieved since January 1988. The highest proportion of cases was seen in people older than 25 years of age (25%). Serogroup C constituted 60% of the isolates, while 19% belonged to serogroup B. The proportion of strains resistant to sulphonamides was 45%, while 15% were resistant to Minocycline and none to Rifampin. Out of the five military cases, only one (due to serogroup C) was attributable to the vaccine failure. A single coprimary case, but no secondary cases occurred among civilians. These findings are consistent with the trends reported in Italy in the previous years.     

Benzene in blood and phenol in urine in monitoring benzene exposure in industry

Determinations of benzene concentration in blood and of phenol in urine were made by head-space gas chromatography techniques on samples taken near the end of the work day from two groups of workers potentially exposed to low levels of benzene in the work-place atmosphere. Preliminary results suggest that benzene in blood is more reliable than phenol tests for assessing both exposure and uptake of benzene. Normal values of phenol in urine (10 mg/liter or less) were found in nearly all those cases in which benzene was detected in the blood.     

2015年郑州市饮用水放射性水平状况调查

目的了解郑州市不同地区、不同季节、不同水源类型的放射性水平。方法分别于丰水期和枯水期采集郑州市区黄河水源水、井水源水、丹江口水源水、出厂水和末梢水各一份;以县为单位,每单位采集出厂水、末梢水、水库水、河水、井水各1份,按《生活饮用水生活标准检验方法》(GB/T 5750.13-2006)检测饮用水中总α和总β放射性水平,依据《生活饮用水卫生标准》(GB 5749-2006)进行判定。结果丰水期、枯水期水体总α、总β放射性水平均低于国家标准限值。结论郑州市不同水源类型均处于正常的天然放射性本底水平。     

Occupational stress in nurses in psychiatric institutions in Taiwan

Nurses are known to be exposed to occupational stress. However, occupational stress is not well documented for nurses in psychiatric institutions in Taiwan. A cross-sectional study was conducted to explore the work-related stress and risk factors of nurses in psychiatric institutions in Taiwan. A structured questionnaire was distributed to nurses at five state-owned psychiatric hospitals in Taiwan in 2001. Demographic information, working environment, and personal health status were inquired. Occupational stress was assessed based on the Chinese version of Job Content Questionnaire (JCQ). General health status and mental health were evaluated by the International Quality of Life Assessment Short Form-36 (IQOLA SF-36). A total of 573 questionnaires were disseminated to nurses and 518 (90.4%) were satisfactorily completed by nurses, including 408 female full-time nurses who had been in their current work for more than 6 months. In the past one month, 17.2% of nurses reported being under significant stress often or always. Assault episodes were reported by 45.1% of nurses in the past 6 months. Among the nurses, 16.9%, 25.2%, 50.0%, and 7.8% belong to the "High strain", "Low strain", "Active", and "Passive" groups, respectively. Perceived occupational stress was associated with young age, widowed/divorced/separated marital status, high psychological demand, low workplace support, and threat of assault at work. Lower general health score was associated with low job control, high psychological demand, and perceived occupational stress. A lower mental health score was associated with low job control, high psychological demand, low workplace support, and perceived occupational stress. We concluded that nurses in psychiatric institutions are under significant stress related to work factors.     

Changes in nursing administration in supporting transplantation in Brazil

This historical and bibliographic study aimed to understand how Nursing was organized to support care in transplantation. The HISA, LILACS, BDENF, PERIENF and DEDALUS databases were consulted, and thirteen references were found, ten of which were scientific articles, two were master's dissertations and one was a doctoral thesis. The span of time chosen for study ranges from the date of the first kidney transplant in Brazil (1965), to the date of publication of the last scientific article found in the databases mentioned above (2003). After reading these articles, the ones that were similar in topic were grouped together, thus creating the thematic axis for the presentation of the results. The results showed that the Nursing profession has played an important and active role in transplants ever since the first procedure in 1965.     

2019年中国肿瘤流行病学研究进展

恶性肿瘤已成为中国居民的主要死因之一。近些年来,中国政府积极推进肿瘤预防和控制领域的研究工作,取得了很大的进步。本文简要汇总中国在肿瘤流行病学领域的研究进展,具体包括2019年的肿瘤负担、癌症危险因素及其干预、筛查和早期发现、癌症防治专项行动(2019-2022年)方案等方面,以期为我国肿瘤防治工作的有效开展提供技术支撑和理论依据。     

2012年绵阳市蔬菜中农药残留状况

目的 了解绵阳市2012年市售蔬菜中农药残留情况,为食用蔬菜监管提供依据.方法 全部样品均按照GB/T 5009-2003的方法进行农药的残留检测.依据GB 2763-2005《食品中农药最大残留限量》进行判定.结果 2012年共检测蔬菜165份,农药检出率和超标率分别为72.12％和23.64％.豆类、根茎类、叶菜类、瓜果菜类和食用菌类蔬菜检测农药残留超标率分别为8.00％、23.53％、36.00％、5.26％和27.03％,差异有统计学意义(x2=11.41,P＜0.01).不同种类农药超标率差异有统计学意义(x2 =62.42,P＜0.01).夏季和冬季蔬菜农药超标率差异无统计学意义(x2=3.44,P＞0.05).结论 绵阳市叶菜类蔬菜中农药残留情况较为严重,应采取有效措施,加强蔬菜的监督管理,从源头禁止高毒农药的使用,加大蔬菜种植、销售环节的监测,确保市民食用蔬菜的安全.