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目的 了解我国临床实验室开展顾客满意度调查的现状。方法 向定期参加卫生部临床检验中心（室间质评计划的2 299家综合性医院的临床实验室发放网络调查表，收集顾客满意度调查开展情况的相关信息。使用Pearson相关分析和K-W检验分析组间差异。结果 调查表回报率是34.54%，其中92.19%的实验室进行过满意度调查。Pearson相关分析和K-W检验结果显示，不同等级医院临床实验室的调查百分率和调查频率存在差异。结论 我国临床实验室对顾客满意度的概念和涵意不甚了解，应该进行更多的临床实验室顾客满意度的研究。 |
| 关键词: 顾客满意度调查 顾客服务 调查问卷 |
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| State Analysis of Conducting Physicians, Nurses and Patients Satisfaction Survey in China’s Laboratories |
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| Abstract: |
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Objective To investigate the state of conducting customer satisfaction survey in China’s laboratories to provide references for laboratories’ further customer satisfaction survey. Method On-line questionnaires were sent to 2 299 laboratories participating regularly in EQA activity organized by National Center of Clinical Laboratory (NCCL) for information on implement of customer satisfaction survey. Descriptive statistics was conducted for each question through Excel. The data were grouped by grades of hospital. Pearson Chi-square and K-W test were used to analyze the difference among groups. Results 34.54% of laboratories submitted their questionnaires, of which 92.19% claimed customer satisfaction surveys were once conducted in their laboratories. Pearson Chi-square and K-W test showed that percentages of laboratories once conducting customer satisfaction survey and survey frequency in different grades of hospitals were significantly different. Conclusion Clinical laboratories in China were not familiar with the concept and implication of customer satisfaction. More related study should be conducted to provide references for clinical laboratories. |
| Key words: customer satisfaction survey,customer service,survey questionnaire |
