First, what is hospital service research?
1, definition
It is to collect relevant information and pictures around the current situation of hospital service, find out the problems existing in hospital service, analyze the root causes of these problems, and clarify the framework of thinking to solve the problems.
2. Who will do this research?
1) is completed by the hospital itself.
2) You can also entrust a third-party professional organization.
The accuracy of the survey has a great influence on the construction of hospital quality service system, which involves the direction and steps of hospital quality service projects, so we must make full preparations before the survey.
Because of its strong professionalism, it is recommended to entrust a third party organization in the early stage, which will be implemented by specialized departments and professionals in the hospital for a long time and continuously improved. Grasp and understand the present situation of hospital service regularly or irregularly.
3. How to do research? (survey method)
The most commonly used methods: satisfaction survey, focus meeting, mystery patient and service scanning.
Second, the satisfaction survey
1, use
The main purpose is to improve hospital services, followed by other functions, such as evaluating performance.
Step 2
Number one? Questionnaire design
Second investigator training
The third way to conduct an investigation
Section 4 Screening of Respondents
The time of the fifth survey is determined.
Analysis of the results of the sixth survey
Feedback from the seventh survey
3. Executive department
There should be a special department to investigate the satisfaction of patients and employees, preferably a special customer service department or patient service department. Provide professional training for relevant personnel.
? Satisfaction survey
First, the questionnaire design
1, respondent classification
A kind of health demanders: patients, sub-healthy people and healthy people.
The other is stakeholders: hospital staff, client units, medical insurance management, insurance companies, competent departments, suppliers, etc.
2. The three most common population surveys.
1) patient satisfaction survey
Including outpatient and emergency patient surveys and inpatient surveys. However, due to the short hospitalization time, the judgment of service is mostly superficial or one-sided. The degree of cooperation and satisfaction is lower than that of inpatients.
The main purpose of the survey is to understand the level of medical technology, service quality and management ability of the hospital.
The basic principles of questionnaire design: first, simple and easy to understand; Second, the time of the questionnaire is strictly tested and controlled, and the outpatient service time is preferably within 5 minutes, and the hospitalization time is 10- 15 minutes. Thirdly, the order of questions in the questionnaire should be designed according to the order of medical treatment process, which is convenient for patients to recall and fill in.
2) Employee satisfaction survey
Every year 1-2 times
It is best to entrust a third-party professional organization.
The results should be fed back to employees in time, and the correct opinions and suggestions should be actively improved and adopted.
3) Investigation of relevant units
Second, the units and methods of the questionnaire
1, unit
department
Hospital level
Professional third party organization
(It is best for hospitals and third-party institutions to do it together. )
2, the way
Sampling survey (commonly used)
General investigation
3. Method
field investigation
Telephone survey
Mailing questionnaire
Email survey
Third, the survey object screening
1, questionnaire survey of patients' basic situation
Conscious
No history of mental illness
Can understand the contents of the questionnaire.
Can cooperate to complete the investigation
2. Avoid the selected respondents.
asleep
be popular
yearn for
be in a critical condition
Are being examined and treated.
One day before and after the operation
Within 3 days of hospitalization (neither too short nor too long is fine)
Fourth, the satisfaction survey time
1, outpatient:
Waiting time, avoid the real time to prepare for discharge after examination or treatment.
2, hospitalized patients:
After morning 10: 30 or after going to work in the afternoon.
The best time: at night 18: 00-20: 00, in leisure time, most medical staff are off work, and patients and their families can keep an open attitude to accept satisfaction surveys.
Five, the questionnaire recovery method
1, depending on the actual situation, the recycling methods are different and confidential.
Recover immediately
Delayed recovery
2 opinions and suggestions should be recycled regularly, and the feedback channels should be unblocked.
Investigation report on satisfaction of intransitive verbs