Survey on customer satisfaction in the department of physical examination from a grade 3 and first-class hospital in Beijing
10.3760/j.issn.1674-2907.2014.08.009
- VernacularTitle:北京市某三级甲等医院体检科客户满意度调查
- Author:
Xiaonan LIU
1
;
Yafang JIANG
;
Li MENG
;
Yanting SHENG
Author Information
1. 100050 北京天坛医院体检科
- Keywords:
Health examination;
Physical examination-related knowledge;
Satisfaction
- From:
Chinese Journal of Modern Nursing
2014;20(8):886-890
- CountryChina
- Language:Chinese
-
Abstract:
Objective To understand the status and main influence factors of customer satisfaction in the physical examination .Methods Three hundred and sixty-six customers were surveyed by the self-designed physical examination satisfaction questionnaire in order to understand the physical examination -related knowledge of customer and customer satisfaction and analyze the influence factors .Results Four hundred questionnaires were issued and 366 questionnaires were responsive with an effective response rate of 96.2%.The customer satisfaction to the overall service quality was 96.2%, and the difference was found in the different gender (χ2 =-2.27 ,P<0.05 ) .The service guide satisfaction was 93.4%, and the difference was found in the different age (χ2 =24.974 ,P<0.01 ) .The privacy protection satisfaction was 95.1%, and the female to medical privacy protection satisfaction was lower than the male , and the difference was statistically significant (χ2 =-2.094 , P<0.05 ) .Conclusions The terms of precautions before and during the examinations , the purpose of physical examination project and the education and inform of female health-related knowledge should be strengthened . The flow of physical examination should be improved and the waiting time should be shortened in the process of physical examination .
