基于SCSB模型的医院用血满意度问卷构建与实施

目的:参照SCSB模型设计方法对湖州市医院用血满意度进行评价.方法:设计包含顾客期望、表现感知、顾客满意度、顾客投诉和顾客忠诚等5个维度20个条目的满意度调查问卷,对医院输血科和临床科室人员进行测量,收集有效问卷统计分析.结果:2018年和2019年湖州市用血综合满意指数分别为(92.29±2.46)和(92.72±2...

Construction and Implementation of the Satisfaction Measurement in Hospital about Blood Supply based on SCSB Model

[Objective]The method was determined based on SCSB model to measure the satisfaction in hospital in huzhou about blood supply. [Method]Design satisfaction questionnaire w hich included 20 items,customer expectation,performance perception,customer satisfaction,customer complaints and customer loyalty w ere all included. The survey w as carried out in blood transfusion department and clinical department in hospital. Effective questionnaires w ere collected and the data w ere statistical analyzed.[Result]In 2018 and 2019,the comprehensive satisfaction index of blood use in Huzhou w as( 92. 29 ± 2. 46) and( 92. 72 ± 2. 16),respectively. The difference w as not statistically significant. In 2019,the comprehensive satisfaction index of tertiary hospitals w as( 96. 24 ± 6. 52),w hich w as higher than that of secondary and low er hospitals( 91. 22 ± 8. 74,t =-6. 508,P < 0. 001). [Conclusion] The satisfaction measurement w as carried out in hospital about blood supply based on SCSB model and the improvement measures w ere implemented plays positive effect for continually improving the service ability to hospital and the quality management of the blood station.