(1)
1. What is hospital service research?
1. Definition
It is to collect relevant information and pictures around the current situation of hospital services, find the problems existing in hospital services, analyze the root causes of these problems, and clarify A framework of ideas for solving problems.
2. Who will conduct the research?
1) It is completed by the hospital itself,
2) It can also be completed by a third-party professional organization.
The accuracy of the survey has a great impact on the construction of the hospital's high-quality service system, and involves the direction and steps for promoting the hospital's high-quality service projects. Therefore, sufficient preparations must be made before the survey.
Because of the strong professionalism, it is recommended to entrust a third-party agency to carry out the work in the early stage. In the later stage, it will be implemented by the hospital's specialized departments and professional personnel for long-term implementation and continuous improvement. Regularly or irregularly monitor and understand the current status of hospital services.
3. How to conduct research? (Research Methods)
The most commonly used methods: satisfaction surveys, focus meetings, mystery patients and service scans.
2. Satisfaction Survey
1. Purpose
The primary purpose is to improve the hospital's services, followed by other functions, such as performance assessment.
2. Steps
First? Questionnaire design
Second investigator training
Third survey conduct method
The fourth survey object selection
The fifth survey time is determined
The sixth survey result analysis
The seventh survey feedback
< p> 3. Execution DepartmentA dedicated department should be responsible for the survey of patient and employee satisfaction, preferably a dedicated customer service department or patient service department. Provide professional training to participating staff.
? Satisfaction survey
1. Questionnaire design
1. Classification of survey objects
A type of health needs: patients, Sub-healthy people and healthy people
The other category is stakeholders: hospital employees, customer units, medical insurance management, insurance companies, competent authorities, suppliers, etc.
2. The three most common types of population surveys
1) Patient satisfaction survey
Including outpatient and emergency patient surveys and inpatient patient surveys. However, due to the short stay in the hospital, the judgment of service is mostly based on superficial or partial impressions. Cooperation and satisfaction were lower than those of inpatients.
The main purpose of the survey is to understand the hospital's medical technology level, hospital service quality and hospital management capabilities.
The basic principles of questionnaire design: first, it is easy to understand; second, the time of the questionnaire is strictly tested and controlled, preferably within 5 minutes for outpatients and 10-15 minutes for inpatients. Third, the order of questions in the questionnaire should be designed according to the order of the medical treatment process to facilitate patients' recall and filling.
2) Employee satisfaction survey
1-2 times a year
It is best to entrust a third-party professional organization to conduct it
The results must be timely Provide feedback to employees, and correct opinions and suggestions must be actively improved and adopted.
3) Survey of relevant units
2. Questionnaire units and methods
1. Units
Departments and departments
< p> Hospital levelProfessional third-party agency
(It is best to be carried out by the hospital and the third-party agency simultaneously)
2. Method
p>Sampling survey (commonly used)
Ordinary survey
3. Methods
On-site survey
Telephone survey
Mailed questionnaire
Email survey
3. Selection of survey objects
1. Basic conditions for patient questionnaire
Awareness Be conscious
Have no history of mental disorder
Be able to understand the content of the questionnaire
Be able to cooperate in completing the survey
2. Avoid selecting survey subjects< /p>
Sleeping
Emotional
Pain
Critical condition
Under examination and treatment
< p> One day before and after the operationWithin 3 days of hospitalization (too short or too long hospitalization time is not good)
4. Satisfaction survey time
1. Outpatients:
Waiting time, avoid checking in, or preparing to leave the hospital after the visit.
2. Inpatients:
After 10:30 in the morning or after going to work in the afternoon
Best time: around 18:00-20:00 in the evening, leisure During recreation time, when most medical staff are off work, patients and family members are more able to maintain an open attitude and accept satisfaction surveys.
5. Questionnaire recycling methods
1. The recycling methods are different according to the actual situation, please pay attention to confidentiality
Immediate recycling
Delayed recycling
2. The opinion book and suggestion box should be collected regularly and the feedback channels should be smooth.
6. Satisfaction Survey Report