[1]张琛 吴晓艳 胡亚琼.微信满意度测评与现场测评的差异研究[J].中国卫生质量管理,2018,25(01):057-59.[doi:10.13912/j.cnki.chqm.2018.25.1.20]
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微信满意度测评与现场测评的差异研究
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《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R]

卷:
第25卷
期数:
2018年01期
页码:
057-59
栏目:
服务质量
出版日期:
2018-01-28

文章信息/Info

作者:
张琛 吴晓艳 胡亚琼
上海市胸科医院/上海交通大学附属胸科医院
关键词:
公立医院微信满意度测评
Keywords:
Public Hospital WeChat Satisfaction Evaluation
DOI:
10.13912/j.cnki.chqm.2018.25.1.20
摘要:
目的研究微信满意度测评与现场测评之间的差异。方法通过微信与现场两种方式测评患者满意度,对结果进行统计分析。结果2016年1月-7月微信和现场满意度平均值分别为79.21%和96.27%;患者对收费挂号、检验科、药剂科的医务人员微信满意度测评值高于对门诊医生和护士的满意水平;微信满意度测评完成率较低,仅为0.36%;开放式问题的回复内容进行分类,前5位分别是医患沟通(占22.03%)、表扬信(16.72%)、环境流程(14.65%)、便民举措(12.58%)、无意见(12.11%)。结论对微信满意度测评进行
Abstract:
Objectiveto compare the difference on satisfaction evaluation by the WeChat with the field method.MethodsThe satisfaction evaluation among patients was carried out by the WeChat and the field methods, and the results were statistically analyzed.ResultsThe average satisfaction levels by the WeChat and field evaluation from January to July 2016 were 79.21% and 96.27%, respectively. The patients had a higher satisfaction level on doctors and nurses in the Registration, Laboratory and Pharmacy Departments by the WeChat than that by the field method. However, the completion rate of was lower by the WeChat method with only 0.36%. The top five answers to the open-ended questions were doctor-patient communication (22.03%), commendatory letter (16.72%), environmental processes (14.65%), convenience measures (12.58%), and no opinion (12.11%).ConclusionThe advantages and disadvantages of satisfaction assessment evaluation by the WeChat method was analyzed, and suggestions were put forward, including improvement of sampling method, enhancement of positioning precision of medical service satisfaction level, improving the timely feedback on demands of patients by the WeChat method, improving utility conversion of the evaluation results, adding evaluation content on new media experience, incorporating the WeChat assessment into the satisfaction evaluation system, providing service for the new medical reform.

参考文献/References:

[1]刘姗姗,李明,黄煊,等.浦东新区社区医务人员工作满意度调查研究[J].中国卫生质量管理,2016,23(1):62-66.

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更新日期/Last Update: 2018-01-28