Laboratory, Oulu University Hospital, Oulu, Finland.
Scand J Prim Health Care. 2010 Mar;28(1):24-8. doi: 10.3109/02813431003672594.
Customer orientation has gained increasing attention in healthcare. A customer satisfaction survey is one way to raise areas and topics for quality improvement. However, it seems that customer satisfaction surveys have not resulted in quality improvement in healthcare. This article reports how the authors' university hospital laboratory has used customer satisfaction surveys targeted at the health centres in their hospital district. Closed-ended statements of the questionnaire were planned to cover the essential aspects of laboratory services. In addition, an open-ended question asked what was considered to be the most important problem in services. The questionnaires were sent to the medical directors of the health centres. The open-ended question proved to be very useful because the responses specified the main problems in service. Based on the responses, selected dissatisfied customers were contacted to specify their responses and possible corrective actions were taken. It is concluded that a satisfaction survey can be used as a screening tool to identify topics of dissatisfaction. In addition, further clarifications with selected customers are needed to specify the causes for their dissatisfaction and to undertake proper corrective actions.
客户导向在医疗保健领域越来越受到关注。客户满意度调查是提高质量改进领域和主题的一种方式。然而，客户满意度调查似乎并未在医疗保健领域带来质量改进。本文报告了作者所在的大学医院实验室如何针对医院所在地区的健康中心进行客户满意度调查。调查问卷的封闭式陈述旨在涵盖实验室服务的基本方面。此外，还提出了一个开放式问题，询问服务中被认为最重要的问题是什么。问卷被发送给了健康中心的医疗主任。开放式问题非常有用，因为回复明确了服务中的主要问题。根据回复，联系了选定的不满意客户以明确他们的回复，并采取了可能的纠正措施。结论是，满意度调查可用作识别不满意主题的筛选工具。此外，还需要与选定的客户进行进一步澄清，以明确他们不满的原因并采取适当的纠正措施。
