Satisfaction Survey Of Medical Equipment After Sale Service In Anhui During2012-2013

BackgroundFierce competition is increasing in the market nowdays, quality of service has becomeone of the essential elements of successful enterprises. No grasping the status of servicequality and continuous improvement, the enterprise is difficult to win in the competition.At the same time, with the rapid development of medical and health undertakings andrequirements to the medical service quality system continuously improve in China, thehospital introduced a more advanced medical equipment, the progress of medicaltechnology, improve medical quality plays a very important role, but also make theequipment repair and management of medical face new challenges. How to ensure theefficient operation of medical equipment, how to improve the quality of after saleservice of medical equipment, which has becoming the indispensable important part ofhospital management now. Therefore, establish a set of measuring the tools and methodsenterprise service quality level to grasp the status of service quality level, which is oneof the key points of the current hospital management.Objective to help the hospital, a comprehensive understanding of various medicalequipment manufacturers in the after sale service in China, manufacturers of medicalequipment to encourage good after sale service, in order to enhance the efficiency anduser satisfaction of hospital medical equipment, but also for the top management ofmedical equipment manufacturers to provide objective, real user evaluation information,to improve Chinese medical equipment journal, Medical Engineering Society ofChinese Medical Association Co sponsored the survey of Chinese medical equipmentafter sale service2012annual event, and the IMS Market Research Consulting (Shanghai) Co., Ltd., completed the survey data statistics and analysis. In the meantime,IMS as an independent third party to participate in the "customer service satisfactionsurvey" activities, undertake questionnaire design, data analysis, report writing.ObjectiveThe purpose of this study was intended to understand and evaluate the equipment aftersale service system to improve the quality of customer service satisfaction, standardizemedical equipment manufacturers, service behavior, enables users to obtain lower prices,better quality after sale service.MethodsTwo medical institutions and equipment management department is the main object ofthis investigation in Anhui area. The expert group discussion was adjusted to17categories, they are:1, radiographic MRI/CT category;2, DR/CR/X-ray/Prelease deviceclass;3, ultrasound imaging class;4, nuclear medicine category;5, radiotherapy class;6,guardianship class;7, breathing problems;8, narcotic;9, endoscopes class;10, bloodpurification category;11, disinfection and sterilization class;12, electric knife, scalpeland other medical knives;13, medical microscopes;14, medical laser class;15,lighthouses and other operating room equipment like bed;16, infusion pumps;17,inspection class.Results1. The study selected17kinds of commonly used equipments for analysisinvestigation, the average score was above4after sale service satisfaction whichwas better in Anhui area.2. The study also analyzed the distribution of each big brand in every area of ourprovince three and two armour hospitals, found the distribution during2012-2013are basically the same, mainly distributed in each big famous enterprise. But in the survey we found that each enterprise’s customer service quality was different.3. The study found that each big brand customer service scores relatively were well inAnhui province.ConclusionThe research has investigated17types of medical equipment respectively in AnhuiProvince, the manufacturers share of overall satisfaction and equipment doctorsconcernfrom equipment market, two or three level hospitals in different market segments andfeatures as well as the satisfaction of various types of equipment, high brand and otheraspects of the investigation, the study found there are some differences in the largeenterprises the customer service quality in Anhui province, and customer of hospitalsservice scores were relatively well, so we should further strengthen the quality after saleservice.