管理者与患者对医疗服务期望的比较分析

A Comparative Analysis of Medical Service Management and Patients' Expectations

通过对患者的问卷调查,从医疗服务的有形性、可靠性、信任感、响应性、服务人性化、有效性、经济性等角度研究患者满意度的影响因素,并同时调查医院管理者对前述影响因素的重视程度,发现在可靠性、信任感、服务人性化等方面,患者与医院管理者存在差异。建议重视患者期望,提高顾客满意度;充分尊重患者,提高患者对医疗服务的信任感;采取多种措施,提供人性化服务。

Through patients＇ questionnaire survey, a study is made of the influencing factors of patients＇ degree of satisfaction from the aspects of visibility, reliability, trust, responsiveness, service humanization, validity, and economic efficiency of medical service. A simultaneous investigation is undertaken on the hospital superintendents＇ emphasis on the influencing factors mentioned above. Through the two surveys, It is discovered that there was much difference between patients and hospital superintendents in terms of reliability, trust, and service humanization. Correspondingly, the article proposes the following suggestions： Pay more attention to patients＇ expectations, enhance patients＇ degree of satisfaction, fully respect patients and enhance patients＇ sense of trust in medical service, and provide the personalized service through many kinds of measures.