State Analysis of Conducting Physicians, Nurses and Patients Satisfaction Survey in China's Laboratories
Abstract：Objective To investigate the state of conducting customer satisfaction survey in China's laboratories to provide references for laboratories' further customer satisfaction survey.Method On-line questionnaires were sent to 2 299 laboratories participating regularly in EQA activity organized by National Center of Clinical Laboratory (NCCL) for information on implement of customer satisfaction survey.Descriptive statistics was conducted for each question through Excel.The data were grouped by grades of hospital.Pearson Chi-square and K-W test were used to analyze the difference among groups.Result 34.54％ of laboratories submitted their questionnaires,of which 92.19％claimed customer satisfaction surveys were once conducted in their laboratories.Pearson Chi-square and K-W test showed that percentages of laboratories conducting customer satisfaction survey and survey frequency in different grades of hospitals were significantly different.Conclusion Clinical laboratories in China were not familiar with the concept and implication of customer satisfaction.More related study should be conducted to provide references for clinical laboratories.
Keywords：customer satisfaction surveycustomer servicesurvey questionnaire
Publication Date：2016-01-01
Online Publishing Date：2025-08-15(First online date of this platform, not the publication date of the document)
Pages：3( 32-34 )