Application of the customer satisfaction theory in quality management system of medical laboratories
10.3760/cma.j.issn.1000-6672.2014.01.010
- VernacularTitle:顾客满意理论在医学实验室质量管理体系中的应用
- Author:
Lixin WANG
;
Feng LI
;
Liru WANG
;
Lin PAN
;
Jun WEI
- Publication Type:Journal Article
- Keywords:
Customer satisfaction;
Medical laboratory;
Quality management system
- From:
Chinese Journal of Hospital Administration
2014;30(1):34-36
- CountryChina
- Language:Chinese
-
Abstract:
Medical laboratories provide test data and consultation services and are engaged in ensuring test results being timely,accurate and reliable,which are satisfactory for their service recipients.A summary of the customer satisfaction theory and quality management system,and an analysis of problems found in the quality management of such laboratories,attempt to pinpoint underlying causes of service quality setbacks.Based on such studies,the quality management system is built in accordance with customer satisfaction theory and CNAS-CL02 Accreditation Criteria for the Quality and Competence of Medical Laboratories (ISO 15189:2007).Such efforts aim to continuously improve service quality and ensure customer satisfaction.
