Raising Efficiency of Procedures and Improving Customer Satisfaction in Health Check-ups

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  • 健診業務の効率的な運用・顧客満足度向上への取り組み
  • ケンシン ギョウム ノ コウリツテキ ナ ウンヨウ ・ コキャク マンゾクド コウジョウ エ ノ トリクミ

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Abstract

Objective: With the aim of achieving a customer satisfaction rate of at least 80%, we have been performing questionnaire surveys of all examinees since our facility opened. However, still at around 70%, the satisfaction target had not been achieved for waiting time. As a strategy to improve waiting time, we introduced a system that enables the number of people waiting, the waiting time for each exam and the location of examinees to be monitored for each exam in real time, and evaluated its usefulness. <br>Methods: A customized system matched to the health check-up procedures at our facility was created by NEC Networks & System Integration Corporation. IC cards containing examinee data are attached to files and by placing the files on an IC tag reading device (IC reader) installed at each exam, the position of examinees can be monitored and position data management carried out. Questionnaire results for before and after introduction of the system were compared. <br>Results: By monitoring examinee reception progress status, the waiting time and congestion status for each exam as well as the examination status of each examinee on screens in real time, we could improve waiting time and raise the degree of satisfaction. <br>Conclusion: We considered the system to be useful as it was smoothly introduced with no change to our current operations and produced good results. Using data from the system, we will continue making efforts to improve examinee satisfaction regarding waiting time by analyzing changes in examinee waiting times and further improving procedures.

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