积极开展客户管理 努力提高健康体检客户满意度

健康体检有利润高、风险小的特征，具有非常好的市场前景。广州新海医院积极进行市场营销，开展客户管理，正确区分客户类型，建立客户资料数据库，合理确定客户组合，整合医院人力资源、业务流程及专业技术，对不同需求和消费层次的客户，采取不同的服务和管理策略，提供个性化、人性化的优质服务，主动搜集客户意见，认真处理客户投诉，不断改进医院健康体检工作方法，完善客户管理工作机制，使客户满意度不断提高，产生了良好的经营业绩，提高了医院的市场竞争力和品牌形象。     

医疗服务中顾客满意度的概念与评估

医疗服务市场的开放及医疗费用的上涨使病人在对医疗服务机构的选择上开始给予更多的关注。让顾客满意已成为继质量、价格之后的另一重要竞争因素。文章主要阐述了医疗服务中顾客满意度的含义、测量步骤以及研究顾客满意度的现实意义。     

3D打印技术联合CBL教学法在骨科教学中的价值

目的对骨科临床教学中应用3D打印技术联合CBL教学法的临床实际应用价值进行研究分析。方法择取2018年4月—2019年4月间在我院骨科的实习生共80例作为研究对象,采用随机数字表法,将所有实习生分为观察组(40人)、对照组(40人);对照组应用常规教具联合CBL教学法,观察组应用3D打印技术联合CBL教学法,对比两组实习生的教学效果以及对教学活动的满意度。结果在理论知识以及临床操作方面,观察组实习同学成绩高于对照组(P<0.05);在对教学满意度方面,观察组实习同学高于对照组(P<0.05)。结论在骨科临床教学中,应用3D打印技术联合CBL教学法具有显著临床教学效果,学生的理论知识以及临床操作成绩更为优异,对教学满意度更高。     

医院信息系统的数据挖掘与实施医院客户关系管理的思考

目的对医院信息系统大型数据库中积累的病人资料进行挖掘和利用，为医院的经营管理服务。方法引入客户关系管理的概念，构建了3类医院客户分析系统。结果对病人的一般信息、就诊信息、消费水平、付费方式等内容的多重分类分析可产生医院不同的客户群体；对病人就诊、治疗情况的分类分析，可发现某种疾病的发病和潜在发病情况；对体检结果、手术情况的单项分析，可对病人提出随诊建议。结论医院客户关系管理拓展了医院信息系统的功能，有助于病人资源的管理，对不同的客户群体针对性地采取差异性服务，有利于保持和增加病人资源，提高医院效益。     

ISO9001:2000质量管理体系在医院管理中的实践

在推行ISO9001：2000质量管理体系过程中我们注重把握以患者为关注焦点,强调领导的质量职责,把服务与资源作为过程管理,进行持续改进,给医院的管理注入了新的活力.     

Assessing the factors influencing continuous quality improvement implementation: experience in Korean hospitals.

OBJECTIVE: To assess the extent of continuous quality improvement (CQI) implementation in Korean hospitals and to identify its influencing factors. DESIGN: Cross-sectional study by mailed questionnaire survey. STUDY PARTICIPANTS: One hundred and seventeen staff members with responsibility for CQI at 67 hospitals with > or = 400 beds. MAIN OUTCOME MEASURES: The degree of CQI implementation was measured using the Malcolm Baldrige National Quality Award Criteria (MBNQAC). Factors related to the degree of CQI implementation were the four components of the CQI pyramid, namely the cultural, technical, strategic, and structural attributes of individual hospitals. RESULTS: The average CQI implementation score across the seven dimensions by MBNQAC was 3.34 on a 5-point scale. The highest score was achieved in the dimension of 'customer satisfaction' (3.88), followed by 'information/analysis' (3.59), and 'quality management' (3.35). Regression analysis showed that hospitals which better fulfilled technical requirements, such as improving information systems (P< 0.05), using more scientific CQI tools, and adopting systematic problem-solving approaches (P<0.01), tended to achieve higher degrees of CQI implementation. Although statistically insignificant, positive trends were observed for group/developmental culture and the degree of employee empowerment, and the use of prospective strategy. CONCLUSION: It appears that the most important contributing factors to active CQI implementation in Korean hospitals were the use of scientific skills in decision-making and the adoption of a quality information system capable of producing precise and valid information.     

顾客让度价值理论在门诊护理工作中的应用

目的 从让度价值角度来认识门诊护理服务，提高门诊护理服务竞争力。方法 明确阐述让度价值理论知识，探讨让度价值理论对门诊护理服务的意义和运用。结论 以顾客让度价值理论认识门诊护理服务，用市场价值观给予新的定位，可以从另一个侧面加深对门诊护理工作的认识，从而以一种全新的管理模式提升门诊护理服务的价值。     

Complaints against an EMS system

Complaints against Emergency Medical Services (EMS) agencies represent a concerning and potentially time-consuming problem for all involved in the delivery of prehospital emergency medical care. The objective of this study was to identify the source of complaints against an EMS system to help focus quality and performance improvement and customer service efforts. We conducted a retrospective review of complaints filed against a busy urban EMS agency over a 6-year period. All complaints were included, totaled by season and by year, and categorized by originator and nature of the complaint. A total of 286 complaints were registered during the 6-year period, with an average of 48 per year and 9.3 per 10,000 responses. The most common originators of complaints were patients (53%) followed by medical personnel (19%) and family members or friends (12%). Rude behavior accounted for 23% of the complaints registered, followed by technical skills (20%), transport problems (18%), and loss of belongings (13%). The identification of areas of dissatisfaction will allow focused quality and performance improvement programs directed at customer service and risk management.     

Workers' compensation insurance agents' satisfaction with occupational therapy activities of daily living assessments

Background and Aim:  Little is known about insurance agents' (insurers) satisfaction with the services provided by occupational therapists when they assess injured workers' activities of daily living (ADL). Demonstration of accountability and provision of high-quality services are important to the occupational therapy profession. The aim of this study was to evaluate insurers' overall satisfaction with occupational therapy ADL assessments for injured workers, including communication, timeliness of reports, equipment provision, knowledge of insurers' requirements and the workers' compensation process, and provision of a professional opinion. Relationships between insurers' overall satisfaction with ADL assessments, degree of experience in their job, formal qualifications and roles within their organisation were also investigated.
Method:  A telephone survey was developed and administered to a sample of 40 claims officers and injury management advisors from 10 Victorian Work Cover Authority authorised agents.
Results:  Insurers were generally satisfied with occupational therapy ADL assessments. They were less satisfied with occupational therapists' knowledge of workers' compensation system requirements and how occupational therapists made decisions when recommending household services.
Conclusion:  To improve services to the insurance industry, occupational therapists need to better understand relevant legislative frameworks.