前三甲“出炉”！——2017医学装备售后服务满意度调查结果发布（20种医疗设备）

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                    <blockquote><p><span>让天下没有难找的医疗器械服务信息！</span></p><p><strong><span>“医疗器械助手”</span></strong><span>&nbsp;让一切触手可及！</span></p><p><p><img src="image/20201014/ac7c4c86bff3f0660e634292dc511095_1.jpg" /></p></p><p><span>点击图片</span><span><span></span><p><img src="image/20201014/c407fe90207c2622cc8e1dff32d28341_2.jpg" /></p><p><img src="image/20201014/c407fe90207c2622cc8e1dff32d28341_2.jpg" /></p><p><img src="image/20201014/c407fe90207c2622cc8e1dff32d28341_2.jpg" /></p></span></p></blockquote><p>&nbsp;</p><p><span>昨天（12月20日），中国医学装备协会“2017年度医学装备售后服务满意度结果发布会”在北京举行。</span></p><p><br  /></p><p><span>据悉，本次调查活动<span>主要评价医学装备生产企业售后服务的<span><strong>安装调试、响应时间、设备故障率、维修质量、维修费用、技术培训、主动服务情况、技术资料、远程技术、一键通电话情况、投诉处理等14个指标</strong></span>，覆盖了今后服务的各个重要细节，能够较为客观地反映出各企业的售后服务水准。</span></span></p><p><br  /></p><p>业内人士都知道，医疗设备的今后服务通常<strong><span>前三年免费，三年后至报废期间，年售后服务费用可能还在6%－15%</span></strong>，而医疗设备价格普遍较高，售后服务也是企业一个重要的利润来源，多数企业通常不愿意放手，第三方维修机构较难介入。</p><p><span><br  /></span></p><p><span>而医院作为设备的使用方，一方面是非常需要医疗设备，另一方面又对设备的维修等感到有压力，时有抱怨售后价格太高。</span></p><p><span><br  /></span></p><p><span>在此背景下，售后服务好与不好，直接影响到了设备的运营、医院的工作，以及患者的生命健康－－试想一台设备如果出了毛病，又怎样在病人的检查中给出正确的结果呢？</span></p><p><span><br  /></span></p><p><span>为了促进医学装备生产企业提供质量好、响应快、价格合理的售后服务，推动售后服务市场朝着健康有序、公平合理的方向发展，中国医学装备协会已经连续三年开展“医学装备售后服务满意度调查”活动。<br  /></span></p><p><br  /></p><p><span>本次发布的2017年度满意度调查结果，共涉及<span>CT、磁共振、彩超、DR、DSA、胃肠机、乳腺机、生化分析仪、化学发光分析仪、生命信息与支持设备、监护仪、呼吸机、麻醉机</span>等20种设备品目；<strong>覆盖全国30个省1128家医疗机构，收集10,638份调查问卷。</strong></span></p><p><span><br  /></span></p><p><span><strong><span>2017年度医学装备售后服务满意度结果</span></strong></span></p><p><br  /></p><table cellspacing="0" cellpadding="0" width="668"><tbody><tr><td width="100" rowspan="2" height="21"><p><strong><span>设备数量</span></strong></p></td><td width="29" rowspan="2" height="21"><p><strong><span>满意度排名</span></strong></p></td><td width="94" rowspan="2" height="21"><p><strong><span>品牌</span></strong></p></td><td width="66" rowspan="2" height="21"><p><strong><span>满意度</span></strong></p><p><strong><span>得分</span></strong></p></td><td width="0" height="21"><br  /></td></tr><tr><td width="18" height="21"><br  /></td></tr><tr><td width="96" rowspan="3" height="19"><p><span>CT<br  />样本量1176</span></p></td><td width="29" nowrap="" height="19"><p><span>1</span></p></td><td width="94" nowrap="" height="19"><p><span>东软</span></p></td><td width="66" nowrap="" height="19"><p><span>8.89</span></p></td><td width="0" height="19"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>西门子</span></p></td><td width="66" nowrap="" height="18"><p><span>8.73</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>飞利浦</span></p></td><td width="66" nowrap="" height="18"><p><span>8.65</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>超声<br  />样本量1090</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>飞利浦</span></p></td><td width="66" nowrap="" height="18"><p><span>8.57</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>GE</span></p></td><td width="66" nowrap="" height="18"><p><span>8.48</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>西门子</span></p></td><td width="66" nowrap="" height="18"><p><span>8.46</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="4" height="18"><p><span>核磁<br  />样本量707</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>联影</span></p></td><td width="66" nowrap="" height="18"><p><span>8.77</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>飞利浦</span></p></td><td width="66" nowrap="" height="18"><p><span>8.72</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>西门子</span></p></td><td width="66" nowrap="" height="18"><p><span>8.66</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>东软</span></p></td><td width="66" nowrap="" height="18"><p><span>8.66</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="4" height="18"><p><span>DSA<br  />样本量339</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>飞利浦</span></p></td><td width="66" nowrap="" height="18"><p><span>8.65</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>西门子</span></p></td><td width="66" nowrap="" height="18"><p><span>8.6</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>乐普</span></p></td><td width="66" nowrap="" height="18"><p><span>8.55</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>东芝</span></p></td><td width="66" nowrap="" height="18"><p><span>8.55</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>DR<br  />样本量1089</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>西门子</span></p></td><td width="66" nowrap="" height="18"><p><span>8.75</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>飞利浦</span></p></td><td width="66" nowrap="" height="18"><p><span>8.68</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>锐珂</span></p></td><td width="66" nowrap="" height="18"><p><span>8.43</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>胃肠机<br  />样本量480</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>西门子</span></p></td><td width="66" nowrap="" height="18"><p><span>8.74</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>东软</span></p></td><td width="66" nowrap="" height="18"><p><span>8.65</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>万东</span></p></td><td width="66" nowrap="" height="18"><p><span>8.45</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>小C<br  />样本量447</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>飞利浦</span></p></td><td width="66" nowrap="" height="18"><p><span>8.7</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>西门子</span></p></td><td width="66" nowrap="" height="18"><p><span>8.56</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>GE</span></p></td><td width="66" nowrap="" height="18"><p><span>8.45</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>乳腺机<br  />样本量216</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>Hologic</span></p></td><td width="66" nowrap="" height="18"><p><span>8.87</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>西门子</span></p></td><td width="66" nowrap="" height="18"><p><span>8.74</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>GE</span></p></td><td width="66" nowrap="" height="18"><p><span>8.01</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>监护仪<br  />样本量954</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>迈瑞</span></p></td><td width="66" nowrap="" height="18"><p><span>8.75</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>理邦</span></p></td><td width="66" nowrap="" height="18"><p><span>8.7</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>科曼</span></p></td><td width="66" nowrap="" height="18"><p><span>8.59</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>呼吸机<br  />样本量696</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>迈瑞</span></p></td><td width="66" nowrap="" height="18"><p><span>9.08</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>柯惠</span></p></td><td width="66" nowrap="" height="18"><p><span>9.07</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>纽邦</span></p></td><td width="66" nowrap="" height="18"><p><span>9.06</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>麻醉机<br  />样本量666</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>迈瑞</span></p></td><td width="66" nowrap="" height="18"><p><span>8.74</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>德尔格</span></p></td><td width="66" nowrap="" height="18"><p><span>8.51</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>GE</span></p></td><td width="66" nowrap="" height="18"><p><span>8.5</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>生化分析仪<br  />样本量752</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>西门子</span></p></td><td width="66" nowrap="" height="18"><p><span>9.19</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>罗氏</span></p></td><td width="66" nowrap="" height="18"><p><span>8.65</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>迈瑞</span></p></td><td width="66" nowrap="" height="18"><p><span>8.65</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>化学发光分析仪<br  />样本量345</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>迈瑞</span></p></td><td width="66" nowrap="" height="18"><p><span>9.16</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>贝克曼</span></p></td><td width="66" nowrap="" height="18"><p><span>9.13</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>安图</span></p></td><td width="66" nowrap="" height="18"><p><span>8.9</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>SPECT<br  />&nbsp;样本量63</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>飞利浦</span></p></td><td width="66" nowrap="" height="18"><p><span>8.68</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>GE</span></p></td><td width="66" nowrap="" height="18"><p><span>8.19</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>西门子</span></p></td><td width="66" nowrap="" height="18"><p><span>8.11</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>PET-CT<br  />样本量42</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>GE</span></p></td><td width="66" nowrap="" height="18"><p><span>8.56</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>西门子</span></p></td><td width="66" nowrap="" height="18"><p><span>8.39</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>飞利浦</span></p></td><td width="66" nowrap="" height="18"><p><span>7.89</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>直线加速器<br  />样本量130</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>医科达</span></p></td><td width="66" nowrap="" height="18"><p><span>8.68</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>新华</span></p></td><td width="66" nowrap="" height="18"><p><span>8.13</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>瓦里安</span></p></td><td width="66" nowrap="" height="18"><p><span>8.11</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>模拟定位器<br  />样本量117</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>西门子</span></p></td><td width="66" nowrap="" height="18"><p><span>8.7</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>瓦里安</span></p></td><td width="66" nowrap="" height="18"><p><span>8.45</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>新华</span></p></td><td width="66" nowrap="" height="18"><p><span>7.2</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>血液透析机<br  />样本量690</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>费森尤斯</span></p></td><td width="66" nowrap="" height="18"><p><span>8.51</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>金宝</span></p></td><td width="66" nowrap="" height="18"><p><span>8.49</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>威高日机装</span></p></td><td width="66" nowrap="" height="18"><p><span>8.43</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>软性内窥镜<br  />样本量406</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>奥林巴斯</span></p></td><td width="66" nowrap="" height="18"><p><span>8.26</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>宾得</span></p></td><td width="66" nowrap="" height="18"><p><span>8.18</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>3</span></p></td><td width="70" nowrap="" height="18"><p><span>富士能</span></p></td><td width="66" nowrap="" height="18"><p><span>8.12</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="100" rowspan="3" height="18"><p><span>硬性内窥镜<br  />&nbsp;样本量278</span></p></td><td width="29" nowrap="" height="18"><p><span>1</span></p></td><td width="94" nowrap="" height="18"><p><span>奥林巴斯</span></p></td><td width="66" nowrap="" height="18"><p><span>8.43</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="18"><p><span>2</span></p></td><td width="70" nowrap="" height="18"><p><span>卡尔史托斯</span></p></td><td width="66" nowrap="" height="18"><p><span>8.41</span></p></td><td width="0" height="18"><br  /></td></tr><tr><td width="70" nowrap="" height="19"><p><span>3</span></p></td><td width="70" nowrap="" height="19"><p><span>史赛克</span></p></td><td width="66" nowrap="" height="19"><p><span>8.4</span></p></td><td width="0" height="19"><br  /></td></tr></tbody></table><p><br  /></p><p><span>中国医学装备协会负责人在发布上对本次调查的“结果与提示问题”进行了说明：</span></p><p><br  /></p><p><span>1.除核医学类设备满意度较低外，其他类设备的满意度指标差别不大。</span></p><p><br  /></p><p><span>2.调查用户对设备安装调试的及时程度、准确性、技术资料齐备与完整性以及一键通电话情况满意度较高。<strong>同时，对维修费用的合理性及提供上门、电话联系主动服务、设备故障等有更多的诉求。</strong></span></p><p><br  /></p><p><span>3.与其他医学装备相比，体外诊断类设备满意度较高，而内窥镜产品满意度较低。</span></p><p><br  /></p><p><span><strong>4.“工程师响应和到达时间”、“工程师的技术水平和工作效率”和“维修费用是否合理”被医疗机构评选为最为关键的三个指标。</strong></span></p><p><br  /></p><p><span>从本次调查结果看，医院作为用户方，<strong>有四大呼吁：</strong></span></p><p><br  /></p><p><span><strong>一是希望降低维修费用。</strong>可通过提高价格透明度、跟用户解释更换整套设备与更换小零件造成的后果等方式来改善用户认为价格昂贵的看法；</span></p><p><br  /></p><p><span><strong>二是提高响应速度。</strong>尽量做到24小时到场；偏远地区无法实现时，尽可能保持与医院多沟通；</span></p><p><br  /></p><p><span><strong>三是增加培训。</strong>对于设备科的用户，希望增加更多的维修保养方面的培训；</span></p><p><br  /></p><p><span>四是诸如提供的资料尽量用中文；备件到场速度尽量加快；提高工程师的态度及维修水平等。</span></p><p><br  /></p><p><span>来源：赛柏蓝器械　作者：老米</span></p><p><span></span></p><section 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