Application of third-party satisfaction evaluation of service profit chain model in outpatient service quality management
XIANG Kelan XIONG Jian LI Na WANG Qingli ZhANG Bingyi ZHANG Li
Department of Outpatient, the First People′s Hospital of Yichang City, People′s Hospital of Three Gorges University, Hubei Province, Yichang 443000, China
Abstract：Objective To explore the application value of third-party satisfaction evaluation based on service profit chain model in outpatient service quality management. Methods From January 2017 to December 2018, patients and medical staff in the Outpatient Department of People′s Hospital of Three Gorges University were selected for satisfaction evaluation and monitoring. Among them, 200 outpatients and 100 out-patient medical personnel from January to December 2017 used self-designed satisfaction questionnaires, which were distributed by functional departments and the statistical results were collected for evaluation. From January to December 2018, 200 outpatient patients and 100 outpatient medical staff were implemented based on the service profit chain model, and a third-party satisfaction professional evaluation agency was introduced. Likert grade 5 was used to quantify the satisfaction of outpatient patients and medical staff, and the doctor-patient satisfaction was evaluated in a multi-dimensional scientific way by combining on-site and telephone, questionnaire, qualitative interview, etc. Once a quarter, four surveys were conducted. Results After the third-party satisfaction evaluation of the service profit chain model was implemented, the quality of outpatient service was continuously improved, and the satisfaction of outpatient patients and medical staff was significantly improved, with a highly statistically significant difference (P ＜ 0.01). Conclusion The third party satisfaction evaluation of service profit chain model can effectively improve the efficiency of service quality management and improve the satisfaction and feeling of medical staff and patients.
向克兰 熊剑 李娜 王青丽 张炳义 张莉. 服务利润链模型第三方满意度评价在门诊服务质量管理中的应用[J]. 中国医药导报, 2019, 16(34): 161-164.
XIANG Kelan XIONG Jian LI Na WANG Qingli ZhANG Bingyi ZHANG Li. Application of third-party satisfaction evaluation of service profit chain model in outpatient service quality management. 中国医药导报, 2019, 16(34): 161-164.
2019, Vol. 16 
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