摘要
目的评价曾产生医疗质量投诉的患者对所就诊医院客户忠诚度的影响。方法采用可比、回顾性队列的研究方法,以美国盖洛普咨询公司"盖洛普CE11(客户忠诚度)量表"为工具,以我院体检中心近5年来曾产生医疗质量投诉的全部案例为研究对象,按其医疗投诉是否得到满意解决将其分为满意解决组(n=32)及未得到满意解决组(n=125),并利用统计软件按病人的门诊号随机抽取无医疗质量投诉的客户(n=160)作为对照,分析3组盖洛普CE11(客户忠诚度)量表的积分,以评估医疗投诉处理的不同效果对健康体检中心客户忠诚度的影响。结果投诉得到满意解决者,在总体满意度、再次购买的可能性、向别人推荐购买的可能性3个维度上明显优于未得到满意解决者,差异均有统计学意义(P<0.01)。在盖洛普CE11情感依附的8个维度方面,医疗投诉得到满意解决的患者,在"信心""诚信""激情"3个层次明显优于未得到满意解决者,差异均有统计学意义(P<0.01);在"自豪"这一层次上,两组之间没有显著性差异(P>0.05)。相比从未有过医疗投诉的患者,医疗投诉得以满意解决者,无论是在L3(忠实的3个维度),还是在A8(情感依附的8个维度)上,得分明显优于未得到满意解决者,差异均有统计学意义(P<0.01)。结论在健康体检中心,医疗投诉未得到满意解决的患者客户忠诚度最差,从未发生医疗投诉的患者次之,医疗投诉得以满意解决的患者客户忠诚度最好。
Objective To evaluate the effect to the customers＇ loyalty which the patients with complaints about the medical quality have caused. Methods Using the research method of comparable, retrospective cohort and ＂Gallup CE11 （customer loyalty）scale＂ of Gallup consulting company, studying all the complaints about medical quality in our physical examination center in nearly five years,classify them into the satisfactory solution group（n^11 2）and non-satisfactory solution group（n： 125）according to whether the medical complaints are solved satisfactorily or not. Take the customers without any medical quality complaints（n： 160）from the patients＇ outpatient numbers atrandom as a comparison by using the statistical software,and analyze the CEu Gallup（customer loyalty）scale points from three groups to assess the effect which different medical complaints have caused on the customer loyalty in physical examination center. Results As for the patients whose complaints have been satisfactorily solved, the three dimensions the overall satisfaction, the possibility to buy again and the possibility to recommend to others are superior to the patients whose complaints haven＇t been satisfactorily solved. Differences are statistically signifieant（P 〈0.01）. Among the eight dimensions of Gallup CEn emotional attachment, as for the patients whose complaints have been satisfactorily solved,the ＂faith＂, ＂honesty＂ and ＂passion＂ are obviously superior to those who haven＇t. Differences are statistically significant（P〈0.01）. As for the level of ＂pride＂,there is no obvious difference between the two groups（P〉0. 05）. Comparing to the customers who never have complaints, the scores of the customers whose complaints have been satisfactorily solved in both L3 and A8 are higher than those of the customers whose complaints have not been satisfactorily solved. Differences are statistically significant（P〈0.01）. Conclusion In the physical examination center, the customer loyalty of the customers whose complaints haven＇t been solved satisfactorily is the worst,then is the customer loyalty of the customers who have never had any complaints,and the customer loyalty of the customers whose complaints have been satisfactorily solved is the best.
出处
《成都医学院学报》
CAS
2012年第3期478-481,共4页
Journal of Chengdu Medical College
基金
四川省科技厅生大科技招标基金资助项目(NO:310312)
四川省科技支撑计划项目(NO:2010SZ0170)
