Study on Customer Satisfaction with Medical Check-up

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  • Odani Mika
    Odaira Memorial Tokyo Hitachi Hospital General Medical Examination Center
  • Tanaka Yuriko
    Odaira Memorial Tokyo Hitachi Hospital General Medical Examination Center
  • Miyazaki Jun
    Odaira Memorial Tokyo Hitachi Hospital General Medical Examination Center

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  • 総合健診センターにおける受診者満足度の分析
  • ソウゴウ ケンシン センター ニ オケル ジュシンシャ マンゾクド ノ ブンセキ

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Abstract

Objective and Methods: “Speediness” and “Courtesy” are two essential factors for gaining the satisfaction of medical examinees, though these factors could be incompatible with each other. We have focused on these factors since our medical check-up division was established in 2006. Two years after establishing it, we conducted a customer satisfaction survey using a 23-item questionnaire with a choice of 5 graded responses for each question. The responses of 167 people were analyzed.<br>Results: Ninety percent of the respondents were satisfied with our service. About 70% of them said they would visit our division again due to the “courtesy” of doctors and “cleanness” of waiting rooms. About 55% would recommend others to select our division due to the “courtesy” of doctors and “speediness” of our system. <br>Conclusion: “Courtesy” of doctors, “cleanness” of waiting rooms and “speediness” are important factors for examinees in selecting medical check-up facilities.

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