Study of Customer Service Satisfaction Survey and Influencing Factors in Hospital Health Management Centers

Abstract

To provide a basis for improving service quality by conducting a satisfaction survey on medical checkups. Methods 160 examinees were randomly selected from the health management center of a general hospital in Baise, Guangxi, China, in May-June 2023, and the survey was conducted by distributing questionnaires (paper questionnaires and electronic questionnaires). Results 153 questionnaires were validly recovered, with a questionnaire recovery rate of 99.5%; 44.4% were male, 55.6% were female, The age group of 18-30 accounted for 49.02%, and those with a college degree or above accounted for 77.13%. The satisfaction with the physical examination environment of the health management center, the professional level of medical staff, center guidance signs, physical examination equipment, follow-up services, and appointment services has reached more than 94%. Among them, the three items of physical examination equipment, guiding signs and physical examination environment have the lowest customer satisfaction. Customers think that the waiting time for medical examination appointment is long accounting for 41.83%, and the total waiting time for medical examination is 1-2 hours accounting for 52.29%. Conclusion It is found that the hospital has problems such as poor experience of physical examination equipment, vague physical examination guidance signs, too noisy physical examination environment, and long waiting time for physical examination in the physical examination center. In response to these problems, suggestions were made to create a good physical examination environment, optimize the physical examination procedure to increase the service window, and carry out humanistic personalized and detailed services.