医学验光定配框架眼镜不满意投诉原因的分析及处理.PDFVIP

华西医学 2017 年 7 月第 32 卷第 7 期 • 1 •   ·医院管理与教学· 医学验光定配框架眼镜不满意投诉原因的 分析及处理 陈涛文   【摘要】   目的    探讨医学验光定配框架眼镜后患者出现不满意投诉的原因和处理，进一步提高患者的满意 度。 方法    选择 2013 年 1 月—2014 年 12 月在华西医学验光配镜中心的 58 278 例配镜患者中，对出现不满意反馈 投诉的 105 例患者进行针对性复查和相应处理并且进一步归类分析。 结果    戴镜不适投诉 58 例（55.2% ），以双 眼视觉异常、渐变镜、高度近视眼镜的验配为主。眼镜质量投诉 23 例（21.9% ），其中镜架选择不满意者 16 例。服 务不满意投诉 10 例（9.5% ）。 结论    在医学验光配镜过程中，除了视光师及销售人员应针对佩戴渐变镜、高度近 视患者建立良好沟通，重视渐变镜、高度近视患者的镜架、镜片的合理选择，积极指导患者渐变镜的佩戴，做好患 者的随访工作等；尤其对视疲劳明显的患者，需进行双眼视功能的检查，如发现双眼视功能异常和视疲劳密切相 关，应指导患者进行特殊眼镜的验配及功能训练，才能进一步降低框架眼镜验配的投诉。 【关键词】   医学验光配镜；投诉原因；双眼视觉异常；复合验光 Analysis and Treatment of the Medical Optometry with unSatisfied Frame Glasses with The Causes of Complaints CHEN Taowen Department of Ophthalmology, West China Hospital, Sichuan University, Chengdu, Sichuan 610041, P.R.China Corresponding author: CHEN Taowen, Email: taowen288@ 【Abstract 】 Objective    To explore the medical optometry with frame glasses appeared dissatisfied patients after complaints of the causes and solutions, to improve service quality. Methods    From 2013 January to 2014 December in West China Medical Center of optometry glasses, there were 58278 Patients were investigated, of which no satisfactory feedback complaints 105 patients were analyzed and the corresponding treatmen And further classified analysis. Result    58 Cases of complaints with the wear mirror discomfort complaints patients, accounted for 55.2%, mainly abnormal binocular vision and high myopia and progressive glasses lens fitting based. The glasses quality customer service 23 cases, accounting for 21.9%, which in the frame quality problem was not satisfactory 16 Cases. Service is not satisfied with 10 cases, accounting for 9.5%. Conclusion    In medical optometry, opto