顾客需求与医疗服务质量持续改进的实证研究

目的探讨以顾客质量需求为导向在改进医疗服务质量中的作用。方法采用留置问卷法随机收集我院2006年1—2月（改进前）和2006年7—8月（改进后）各500人次顾客质量感知信息,运用象限图法对数据进行分析,并对比调查结果。结果经质量改进后,医院的优势服务项目由10项增加到24项,顾客的总体满意度由77.6分提高到90.2分,忠诚顾客由34.7%上升至66.5%。结论运用象限图法对调查数据进行分析,可以了解顾客需求,有利于医院有针对性地实施改进措施,实现持续改进的医疗服务质量方针。

Experimental Study on Customer Demand and Continuous Quality Improvement of Medical Service

Objective To evaluate the utility of customer demand as guidance in improvement of medical service quality.Methods Using retention survey two groups of 500 cases each with information of patient perception on medical service quality were stochastically collected between January-February 2006 (before improvement) and between July-August 2006 (after improvement). The data were evaluated by quadrant analysis,and compared between the groups. Results After quality improvement,the number of superiority service items increased from 10 to 24,customer's overall degree of satisfaction enhanced from 77.6 to 90.2,and the number of loyal customers increased from 34.7%to 66.5%. Conclusion Quadrant analysis of survey data can help to understand customers'requirements.It offers advantageous utility for the hospital to implement specific improvement measures and so to realize continuous quality improvement of medical service.