A Hospital-based Outpatient Business Processes Of Customer Satisfaction Measurement

Out-patient department is hospital's window to society, the performance of out-patient service process determines the whole efficiency and accomplishment of out-patient department directly. Medical market is in the period that seller's market is changing to buyer's market, customer's need and customer's feeling is valued more and more during the research on out-patient service process. Before analysis the actuality and design the improvement project on out-patient service process, concrete and true information about customer's need and customer's feeling should be obtained completely, customer satisfaction measurement and evaluation, is valid means that can attain this request. Research on out-patient service process can be built on the result of customer satisfaction measurement and evaluation absolutely.In this article, research on out-patient service process and customer satisfaction measurement and evaluation is combined together closely. Based on analysis the result of its customer satisfaction measurement and evaluation, present condition of a second class first grade hospital - hospital A' s out-patient service process is studied. And following along the principle which is "value both customer need and market development trend, look after both customer satisfaction and cost", the current improvement project of the out-patient service process is drawn up. Through the detailed description to this course, it is shown a kind of thoughtway and method about out-patient service process research based on customer satisfaction measurement and evaluation.In this article, the index signs of customer satisfaction measurement and evaluation are collected through questionnaire from customers, and their importance degree is decided by customers through questionnaire. Before drawing up the inquisition project, index sign windage analysis and the merit and shortcoming analysis of the questionnaire survey is adopted, in order to avoid various irregularity of questionnaire survey as far as possible. Index sign importance analysis, performance satisfaction degree analysis, preferential improvement index signs analysis based on "three factors observation method", four quadrant method analysis, these four kinds of analysis method is adopted on the result of customer satisfaction measurement and evaluation, analysis result is colligated to put forward the suggestion for improvement index signs of the out-patient service process. Before drawing up the improvement project of the out-patient service process, compositive consideration was carried out looking after both sides of these aspect factors, including the whole development trend of the out-patient service process, native market request and performance, customer need, hospital's own performance and condition.Textual writing, provides the thoughtway for small scaled hospital on execution the reformation of out-patient service process gradually, the whole set of research method has certain reference value for help small scaled hospital on research their own out-patient service business process.