医用磁共振设备售后服务需求调查与分析研究
|
摘要
目的了解我国不同等级医院磁共振从业人员对MRI设备售后服务的需求,为优化售后服务质量评价体系提供参考,为MRI设备厂商提高售后服务品质提供方向。材料与方法由影像诊断专家、医学工程专家及统计学专家组成专家小组,运用Delphi法制定《医用磁共振售后服务需求调查表》,对我国24个省市的70家不同级别医院的MRI从业人员进行调研。结果 2018年9月至2018年11月,共计回收来自我国21个省市40家医院的有效问卷246份。综合分析,磁共振设备维修保养包含18项指标,均为一级需求,故障排除效率的需求程度最高,且用户更希望厂家服务到场。设备保修期内,厂家应针对工程师、技师、诊断医师进行2～3次技术培训,且现场培训的方式需求更高。科研协作方面,三级医院对科研项目合作、科研序列参数设置、数据后处理培训的需求程度均很高,二级医院需求程度相对较低。结论 MRI设备厂家应基于用户对售后服务各方面的具体需求不断提高售后服务水平,在建立售后服务质量评价体系时,应考虑将能够反映维修服务、技术培训、科研协作支持这三大方面的需求指标纳入。
Objective: To investigate the after-sales demand of medical magnetic resonance imaging(MRI) from MRI practitioners in different grades of medical institutions, so as to provide reference for the optimization of after-sales service quality evaluation system and guidance for MRI equipment manufacturers to improve after-sales service quality. Materials and Methods:The after-sales service demand questionnaire was proposed by the joint of radiologists, medical engineers and statisticians using Delphi method. The survey of after-sales service demand was carried out among MRI practitioners from 70 different hospitals in 24 provinces. Results: A total of 246 valid feedbacks from 21 provinces were collected from September to November, 2018.After comprehensive analysis, 18 first-level demand indicators related to maintenance of MRI equipment were extracted. Among all these indicators, troubleshooting efficiency was mostly demanded. In addition, MRI users preferred on-site service rather than remote guidance. During the warranty period, the manufacturers should carry out 2-3 times of technical training for engineers,technicians and radiologists. The results showed the on-site training is more demanded than distance training. In terms of scientific research collaboration, the demand for scientific research project cooperation, protocal setting, and post-processing training in tertiary hospitals is higher than secondary hospitals. Conclusions: MRI equipment manufacturers should continuously improve after-sales service quality based on the specific demands of MRI users. The demand indicators from perspectives of maintenance services, technical training, and scientific research collaboration should be considered when establishing the after-sales service quality evaluation system.
Objective: To investigate the after-sales demand of medical magnetic resonance imaging(MRI) from MRI practitioners in different grades of medical institutions, so as to provide reference for the optimization of after-sales service quality evaluation system and guidance for MRI equipment manufacturers to improve after-sales service quality. Materials and Methods:The after-sales service demand questionnaire was proposed by the joint of radiologists, medical engineers and statisticians using Delphi method. The survey of after-sales service demand was carried out among MRI practitioners from 70 different hospitals in 24 provinces. Results: A total of 246 valid feedbacks from 21 provinces were collected from September to November, 2018.After comprehensive analysis, 18 first-level demand indicators related to maintenance of MRI equipment were extracted. Among all these indicators, troubleshooting efficiency was mostly demanded. In addition, MRI users preferred on-site service rather than remote guidance. During the warranty period, the manufacturers should carry out 2-3 times of technical training for engineers,technicians and radiologists. The results showed the on-site training is more demanded than distance training. In terms of scientific research collaboration, the demand for scientific research project cooperation, protocal setting, and post-processing training in tertiary hospitals is higher than secondary hospitals. Conclusions: MRI equipment manufacturers should continuously improve after-sales service quality based on the specific demands of MRI users. The demand indicators from perspectives of maintenance services, technical training, and scientific research collaboration should be considered when establishing the after-sales service quality evaluation system.
引文
[1]Qu Y.Analysis of the development of nuclear magnetic resonance industry.Chin Med Dev Infor,2014(1):36-39.曲音.核磁共振行业发展简析.中国医疗器械信息,2014(1):36-39.
[2]Liu YY,Li S,Yu LY,et al.Current situation and future demand of allocation of medical devices in member hospitals of medical alliance:a cross-sectional study.Chin J Public Health,2017,33(9):1404-1407.刘运泳,李爽,于丽娅,等.联盟医院医疗器械配置现状与未来需求分析.中国公共卫生,2017,33(9):1404-1407.
[3]Li B,Wang LJ,He DH,et al.Study on the management of after-sales service for medical equipment based on territorial cooperation and CSI.Chin Med Dev,2009,24(2):70-72.李斌,汪黎君,何德华,等.基于区域性协作与满意度调查的售后服务管理的新方法.中国医疗设备,2009,24(2):70-72.
[4]Wang LJ,Jiang RY,Qian JG,et al.Establishment of after-service satisfaction index system of large-scale medical equipment.Chin Med Dev,2018,33(2):13-15.汪黎君,姜瑞瑶,钱建国,等.大型医疗设备售后服务质量调查指标体系的建立.中国医疗设备,2018,33(2):13-15.
[5]Jiang RY,Wang LC,Jin W,et al.Satisfaction evaluation and ten-years practical application of the after-sale service of medical equipment.Chin J Med Instru,2017,41(5):385-387.姜瑞瑶,王龙辰,金玮,等.医疗设备售后服务满意度评价与十年应用实践.中国医疗器械杂志,2017,41(5):385-387.
[6]Cao SP,Gu HQ,Zhang P,et al.The whole process management of the medical equipment after-service.Chin Med Dev,2010,25(6):7-8.曹少平,顾宏清,张鹏,等.医疗设备售后服务的全过程管理.中国医疗设备,2010,25(6):7-8.
[7]Edelman RR.The history of MR imaging as seen through the pages of radiology.Radiology,2014,273(Suppl 2):181-200.
[8]Yu SJ,Xu F,Tian J,et al.Study on solutions to improve the medical equipment after-sales service.Chin Med Dev,2013,28(12):99-101.郁苏娟,许锋,田金,等.提高医疗设备售后服务质量对策的探讨.中国医疗设备,2013,28(12):99-101.
[9]Zheng YX,Li B,Xu ZT.The analysis of the survey on the effect and request of the regional medical equipment quality control.Chin Med Equip,2016,13(2):36-38.郑蕴欣,李斌,徐梓添.区域性医疗设备器械管理质量控制效果及需求调查问卷分析.中国医学装备,2016,13(2):36-38.
[2]Liu YY,Li S,Yu LY,et al.Current situation and future demand of allocation of medical devices in member hospitals of medical alliance:a cross-sectional study.Chin J Public Health,2017,33(9):1404-1407.刘运泳,李爽,于丽娅,等.联盟医院医疗器械配置现状与未来需求分析.中国公共卫生,2017,33(9):1404-1407.
[3]Li B,Wang LJ,He DH,et al.Study on the management of after-sales service for medical equipment based on territorial cooperation and CSI.Chin Med Dev,2009,24(2):70-72.李斌,汪黎君,何德华,等.基于区域性协作与满意度调查的售后服务管理的新方法.中国医疗设备,2009,24(2):70-72.
[4]Wang LJ,Jiang RY,Qian JG,et al.Establishment of after-service satisfaction index system of large-scale medical equipment.Chin Med Dev,2018,33(2):13-15.汪黎君,姜瑞瑶,钱建国,等.大型医疗设备售后服务质量调查指标体系的建立.中国医疗设备,2018,33(2):13-15.
[5]Jiang RY,Wang LC,Jin W,et al.Satisfaction evaluation and ten-years practical application of the after-sale service of medical equipment.Chin J Med Instru,2017,41(5):385-387.姜瑞瑶,王龙辰,金玮,等.医疗设备售后服务满意度评价与十年应用实践.中国医疗器械杂志,2017,41(5):385-387.
[6]Cao SP,Gu HQ,Zhang P,et al.The whole process management of the medical equipment after-service.Chin Med Dev,2010,25(6):7-8.曹少平,顾宏清,张鹏,等.医疗设备售后服务的全过程管理.中国医疗设备,2010,25(6):7-8.
[7]Edelman RR.The history of MR imaging as seen through the pages of radiology.Radiology,2014,273(Suppl 2):181-200.
[8]Yu SJ,Xu F,Tian J,et al.Study on solutions to improve the medical equipment after-sales service.Chin Med Dev,2013,28(12):99-101.郁苏娟,许锋,田金,等.提高医疗设备售后服务质量对策的探讨.中国医疗设备,2013,28(12):99-101.
[9]Zheng YX,Li B,Xu ZT.The analysis of the survey on the effect and request of the regional medical equipment quality control.Chin Med Equip,2016,13(2):36-38.郑蕴欣,李斌,徐梓添.区域性医疗设备器械管理质量控制效果及需求调查问卷分析.中国医学装备,2016,13(2):36-38.