A医院基于顾客满意度测评的门诊业务流程研究

【作者】 陈晓斌；

【导师】 段钢；

【作者基本信息】 电子科技大学 ， 工商管理， 2007， 硕士

【摘要】 门诊是医院的窗口，门诊业务流程的表现直接决定着医院门诊的整体效率和业绩。医疗市场面临着由卖方市场转变为买方市场的转变期，门诊业务流程的研究已越来越多地重视顾客需求和顾客感受。对医院门诊业务流程的现状分析和改进方案的设计，应该首先获取全面、具体而真实的顾客需求信息和感受信息，而顾客满意度测评是能够达到这一要求的有效手段。进行医院门诊业务流程研究，完全可以建立在对顾客满意度测评结果的分析基础之上。本文将顾客满意度测评与医院门诊业务流程研究紧密结合在一起，通过对一所二级甲等医院——A医院的门诊顾客满意度测评结果分析，研究了其门诊业务流程现状，并在遵循“重视顾客需求和市场发展趋势，兼顾顾客满意与成本”原则的基础上拟出了流程现阶段改进方案。通过对这一过程的详细描述，展现了一套在顾客满意度测评基础上的门诊业务流程研究思路和方法。本文在顾客满意度测评过程中实现了通过问卷调查从顾客处搜集指标、由顾客决定指标权重；在具体制定调查方案之前充分运用指标偏差分析和对问卷调查法的优缺点分析来尽量避免问卷调查法的各种弊端；对所获得的满意度测评结果，本文进行了指标重要性分析、表现满意程度分析、“三因素观察法”基础上的优先改善指标分析、四象限法分析，综合其结果来提出门诊流程改进指标建议；制定门诊流程改进方案前，本文进行了兼顾门诊流程整体发展趋势、本地市场要求和表现、顾客需求、医院自身表现和条件几方面因素的综合考虑。本文的写作，为中小型医院实行渐进性地改造门诊流程提供了一条思路，所提供的整套研究方法对于帮助中小型医院研究自身的门诊业务流程具有一定的参考价值。更多还原

【Abstract】 Out-patient department is hospital’s window to society, the performance of out-patient service process determines the whole efficiency and accomplishment of out-patient department directly. Medical market is in the period that seller’s market is changing to buyer’s market, customer’s need and customer’s feeling is valued more and more during the research on out-patient service process. Before analysis the actuality and design the improvement project on out-patient service process, concrete and true information about customer’s need and customer’s feeling should be obtained completely, customer satisfaction measurement and evaluation, is valid means that can attain this request. Research on out-patient service process can be built on the result of customer satisfaction measurement and evaluation absolutely.In this article, research on out-patient service process and customer satisfaction measurement and evaluation is combined together closely. Based on analysis the result of its customer satisfaction measurement and evaluation, present condition of a second class first grade hospital - hospital A’ s out-patient service process is studied. And following along the principle which is "value both customer need and market development trend, look after both customer satisfaction and cost", the current improvement project of the out-patient service process is drawn up. Through the detailed description to this course, it is shown a kind of thoughtway and method about out-patient service process research based on customer satisfaction measurement and evaluation.In this article, the index signs of customer satisfaction measurement and evaluation are collected through questionnaire from customers, and their importance degree is decided by customers through questionnaire. Before drawing up the inquisition project, index sign windage analysis and the merit and shortcoming analysis of the questionnaire survey is adopted, in order to avoid various irregularity of questionnaire survey as far as possible. Index sign importance analysis, performance satisfaction degree analysis, preferential improvement index signs analysis based on "three factors observation method", four quadrant method analysis, these four kinds of analysis method is adopted on the result of customer satisfaction measurement and evaluation, analysis result is colligated to put forward the suggestion for improvement index signs of the out-patient service process. Before drawing up the improvement project of the out-patient service process, compositive consideration was carried out looking after both sides of these aspect factors, including the whole development trend of the out-patient service process, native market request and performance, customer need, hospital’s own performance and condition.Textual writing, provides the thoughtway for small scaled hospital on execution the reformation of out-patient service process gradually, the whole set of research method has certain reference value for help small scaled hospital on research their own out-patient service business process.更多还原