Summary of Customer Satisfaction Survey of City Hospitals in 2019
The main disadvantage of the first-level hospital service is that the first-level hospital environment needs to be improved. The satisfaction rating of the environmental beautification is 81.70 points, which is relatively low.
The standardization of the fees of the first-level hospitals needs to be improved. The evaluation of the fees and charges of the medical expenses is relatively low. The rationality of the medical charges is the most obvious. The satisfaction of the customers on the reasonableness of the medical charges is 80.12 points, which is compared with other indicators. low.
Insufficient shift arrangements for secondary and tertiary hospital services:
The number and arrangement of medical staff is not reasonable enough compared to the actual needs of customers.
Supervision mechanism:
The supervision mechanism of the wind and political style is still not perfect, and the phenomenon of receiving red envelopes by medical personnel still exists.
Service attitude:
A small number of medical staff are not well served, especially window service personnel and inspectors.
1. The shift arrangement of medical staff is not reasonable enough compared with the actual customer needs. For example, in the window staff arrangement, it is recommended to open more windows during peak hours based on the rules of long-term discovery. In addition, the doctor's rest time at noon is too long, it is difficult to match the office workers who are working nearby.
2. In some hospitals, there are still very few medical personnel receiving red packets.
3. Due to the large number of daily visits in secondary and tertiary hospitals, the service attitude of a small number of medical staff is susceptible to emotions, especially window service personnel and inspectors.
The general idea of promoting hospital customer satisfaction is to improve the customer satisfaction of the first-level hospital. Partial hospitals need to pay more attention to customer satisfaction. The customer satisfaction of 17 hospitals in XX newly added hospitals is average in the city's first-class hospitals. Below the level, Shenzhen Guangsheng Hospital with the lowest customer satisfaction has a difference of 11.13 points from the city average.
1. Pay attention to hospital customer satisfaction and carry out irregular service quality inspection.
2. Information communication between strong hospitals encourages hospitals to learn and communicate with each other.
3. Increase the training of medical personnel and improve the level of business knowledge and technology of frontline medical personnel.
4. Improve service attitude and strengthen communication between doctors and patients.
5, the medical environment, to provide patients with a comfortable medical atmosphere.
6. Further improve the medical fee specifications and make reasonable charges.
Suggestions for improving the satisfaction of secondary and tertiary hospitals to improve service quality
1. Strengthen the emotional communication training of medical staff and learn good communication skills and methods.
2. Develop corresponding medical service service specifications for each service link, and effectively improve the service quality of each service link.
3. Strengthen the improvement of the hospital's environmental sanitation and create a better medical environment.
Improve relevant systems
1. Further improve the supervision mechanism of the wind and political style and standardize medical services.
2. Reasonably arrange the working hours of medical staff and reduce the waiting time of customers.
3. Strengthen the channel construction of communication between hospitals and customers, and truly achieve the "customer-centered" service concept.
Through the high-quality service, we will create the unique characteristics of each hospital and enhance the core competitiveness of the hospital; truly achieve the "customer-centered" service concept, respect the opinions and suggestions of customers; understand and analyze the needs and expectations of customers, and explore Improve customer satisfaction, make customers feel moving, provide surprises to customers, and increase customer's emotional maintenance and value perception.
The standardization of the fees of the first-level hospitals needs to be improved. The evaluation of the fees and charges of the medical expenses is relatively low. The rationality of the medical charges is the most obvious. The satisfaction of the customers on the reasonableness of the medical charges is 80.12 points, which is compared with other indicators. low.
Insufficient shift arrangements for secondary and tertiary hospital services:
The number and arrangement of medical staff is not reasonable enough compared to the actual needs of customers.
Supervision mechanism:
The supervision mechanism of the wind and political style is still not perfect, and the phenomenon of receiving red envelopes by medical personnel still exists.
Service attitude:
A small number of medical staff are not well served, especially window service personnel and inspectors.
1. The shift arrangement of medical staff is not reasonable enough compared with the actual customer needs. For example, in the window staff arrangement, it is recommended to open more windows during peak hours based on the rules of long-term discovery. In addition, the doctor's rest time at noon is too long, it is difficult to match the office workers who are working nearby.
2. In some hospitals, there are still very few medical personnel receiving red packets.
3. Due to the large number of daily visits in secondary and tertiary hospitals, the service attitude of a small number of medical staff is susceptible to emotions, especially window service personnel and inspectors.
The general idea of promoting hospital customer satisfaction is to improve the customer satisfaction of the first-level hospital. Partial hospitals need to pay more attention to customer satisfaction. The customer satisfaction of 17 hospitals in XX newly added hospitals is average in the city's first-class hospitals. Below the level, Shenzhen Guangsheng Hospital with the lowest customer satisfaction has a difference of 11.13 points from the city average.
1. Pay attention to hospital customer satisfaction and carry out irregular service quality inspection.
2. Information communication between strong hospitals encourages hospitals to learn and communicate with each other.
3. Increase the training of medical personnel and improve the level of business knowledge and technology of frontline medical personnel.
4. Improve service attitude and strengthen communication between doctors and patients.
5, the medical environment, to provide patients with a comfortable medical atmosphere.
6. Further improve the medical fee specifications and make reasonable charges.
Suggestions for improving the satisfaction of secondary and tertiary hospitals to improve service quality
1. Strengthen the emotional communication training of medical staff and learn good communication skills and methods.
2. Develop corresponding medical service service specifications for each service link, and effectively improve the service quality of each service link.
3. Strengthen the improvement of the hospital's environmental sanitation and create a better medical environment.
Improve relevant systems
1. Further improve the supervision mechanism of the wind and political style and standardize medical services.
2. Reasonably arrange the working hours of medical staff and reduce the waiting time of customers.
3. Strengthen the channel construction of communication between hospitals and customers, and truly achieve the "customer-centered" service concept.
Through the high-quality service, we will create the unique characteristics of each hospital and enhance the core competitiveness of the hospital; truly achieve the "customer-centered" service concept, respect the opinions and suggestions of customers; understand and analyze the needs and expectations of customers, and explore Improve customer satisfaction, make customers feel moving, provide surprises to customers, and increase customer's emotional maintenance and value perception.
recommended article
- Summary of the work of the Chinese Medicine Department in the hospital in 2019
- Hospital physician 2019 personal work summary
- Summary of hospital work in 2019
- Physician work summary 2
- Hospital Infection Management Division Office Work Summary
- Summary of the work of the drug inspection brigade
- Summary of cooperative medical work 2
- Hospital 2019 annual work summary
- Summary of year-end work of hospital nurses
- ** Provincial ** hospital fire work summary
- Summary of the work of the director of the hospital department
- Hospital infection department work summary
popular articles
- Summary of the work of the hospital in the first half of 2012
- Summary of the work of the medical department in 2019
- Sad love sentence 2019
- Summary of nursing work in 2019
- Summary of maternal and child health work in 2019
- English famous words
- The latest high school inspirational maxim
- Teacher's famous saying
- Year-end summary and work plan for nurses in 2019
- ×Hospital 2012 work summary
- Describe the fast time sentence 2019
- Bing Xin’s famous words
- Year-end summary report of the hospital in 2019
- Thanks to the friend's words 2019
- Tao Xingzhi's famous sayings
- Qq space mood phrase
- Deaf people jingle 2019
- College entrance examination inspirational quotes
- Strong words
- Korean swear words
- I want to say something to the teacher.
- Taizai’s famous sayings
- Summary of hospital nursing work in 2019
- a good saying that loves labor
- Summary of the work of hospital medical insurance in 2019
- Du Yuexi's famous sayings
- 2014 hospital work summary
- Injured sentence
- Classical life motto
- 2014 is very touching words