Servqual评价法在医疗服务质量评价中的应用研究

Study on Application of Servqual Assessment in Medical Service Quality

目的探索Servqual评价法在医疗服务质量评价中的应用。方法设计Servqual评价调查表,对北京市某医院门诊就诊的216名患者进行调查,评价患者对该医院服务质量的SQ值。结果患者对该医院服务质量的SQ值和加权SQ值均为负值,说明患者对该医院医疗服务的感知与期望间有较大的差距。医院在服务有形性方面做的相对较好,而在医疗费用的可接受性和服务的移情性方面还有待提高。结论Servqual评价法是一种从消费者角度评价服务质量的方法,可用于了解患者对医疗服务的满意程度,并发现医疗服务的薄弱环节。

Objective To explore the application of Service - Quality （Servqual） in the quality of medical services evaluation. Methods The Servqual inventory was designed, and 216 patients who seen a doctor in the certain hospital of Beijing were studied, then estimate the SQ of the hospital. Results The SQ and wignted SQ were negative value, which showed there existed wide gap between the fact of quality of medical services and expectation. It is preferable in the materiality service, it still needed to improve in the acceptability of medical treatment charge and the empathetic service. Conclusion The Servqual is an evaluation method from perspective of customer＇s view. It can be used to know the patients＇ satisfaetion, and find the unsubstantial part in the medical services.