摘要
Abstract
Objective:To construct a evaluation system based on the model of china customer satisfaction index(CCSI)about satisfaction for efficiency of maintenance and repair for medical equipment,so as to analyze its application value in management for equipment.Methods:Based on the requirements of constructing CCSI model,the CCSI model was built from 6 variables included satisfaction,loyalty,profile of equipment,perceived value,expected quality and perceived quality through combined with the application situation of medical equipment in Lishui People's Hospital.And then,the evaluation system about the satisfaction for efficiency of maintenance and repair for medical equipment of hospital was constructed.This paper selected 100 using medical equipment in our hospital during January 2021 and February 2023.The satisfactions of engineers,persons of operation and maintenance,operators of equipment,and managers of equipment department for maintenance and application quality were compared between before and after the evaluation system based on CCSI model was applied.Results:The satisfactions of engineers,persons of operation and maintenance,operators of equipment,and managers of equipment department on maintenance and repair for equipment wasere respectively(90.36±3.26),(92.65±4.36),(93.14±2.98)and(93.14±4.69)points after the evaluation system with CCSI model was applied,all of which were higher than those before it was applied,and the differences between them were significant(t=14.349,12.249,17.283,10.348,P<0.05).The satisfaction scores of medical staffs on the timeliness of maintenance,repair,emergency management,test for fault of equipment,and the total score were respectively(22.14±1.36),(23.11±1.25),(22.14±1.36),(23.45±1.36)and(90.84±5.33)after the evaluation system with CCSI model was applied,all of which were higher than those before it was applied,and the differences were statistically significant(t=15.232,13.476,11.340,13.179,13.284,P<0.05).Conclusion:The application of evaluation system based on CCSI about satisfaction for efficiency of maintenance and repair for medical equipment in the evaluation for the satisfaction for maintenance and repair for medical equipment of hospital can improve the satisfaction of manager who use equipment for maintenance and repair for equipment,and enhance the efficiency of running equipment and the quality of managing equipment,which has higher application value.关键词
中国顾客满意度指数(CCSI)/维修维护/满意度/评价体系/设备运行效率Key words
China customer satisfaction index(CCSI)/Maintenance and repair/Satisfaction/Evaluation system/Running efficiency分类
医药卫生
