智慧医院建设中满意度调查系统的实践与应用

目的:为提升医疗服务质量,改进医疗服务措施和院内管理,以提高综合服务水平。方法:利用信息化技术及统计分析,构建多渠道、多类型的满意度调查系统。对外全方位了解患者就医体验,提升医疗服务质量;对内提供职工满意度调查,从满足职工需求和提升满意度出发,不断提升医院的文化建设水平。结果:该系统通过微信公众号、短信、二维码等多种方式获取满意度数据。后台实现数据的分项、汇总及预警统计,并将结果及时反馈。客服人员根据反馈信息做进一步回访。结论:满意度调查系统可帮助医院及时了解院内服务和患者满意度情况,有利于医疗服务质量的持续改进,助力智慧医院建设。

Practice and Application of Satisfaction Survey System in the Construction of Smart Hospital

Objective:In order to improve medical service quality,medical service measures and in-hospital management methods,so as to improve the comprehensive service level.Methods:This paper proposes a hospital satisfaction investigation system with multiple data collection and statistical methods,which uses information technology and statistical analysis methods to comprehensively understand the satisfaction of patients with medical treatment on the one hand,thereby improving the quality of medical services.On the other hand,it provides hospital employee satisfaction investigation,which to meet the needs of employees and improve satisfaction,continuously improve the level of cultural construction of hospital.Results:The system obtains satisfaction data of patients and in-hospital employees through WeChat service and web page QR codes.And it implements itemization,summary and early warning statistics of satisfaction data,and timely feedback the results to customer service staff.Then the staff made further return visits to patients.Conclusion:The satisfaction investigation system can help the hospital to understand the situation of hospital services and patient satisfaction in time,which is conducive to the continuous improvement of medical service quality and the construction of smart hospital.