不同层级医院产科顾客非技术质量服务的需求研究

Study on the requirement of the obstetrical customers about non-technical quality services in hospitals at different levels

目的：探讨不同层级医院产科顾客对非技术质量服务的需求。方法：按照预先设计的调查问卷从2010年3月~8月对广东省某三级医院、二级医院、镇卫生院妇产科的产妇及其家属进行随机抽样调查并对结果进行分析。结果：不同层级医院产科顾客对医院非技术质量服务都有较高的需求,而对医院病房安静整洁卫生及标记清楚布局合理需求以三级医院顾客为最高;对仪器设备能满足需要、医院提供饮食方便且能满足需要2项需求,前者以三级医院顾客为最高,后者以镇卫生院顾客为最高;对医务人员尊重患者的知情权、选择权、隐私权3项需求以三级医院顾客为最高;对医务人员服务态度好、医院能及时提供需求服务、医务人员能耐心解析疑问3项需求,前2项以三级医院顾客为最高,后1项以二级医院顾客为最高;对严格收费标准不乱收费、提供一日清单及查询、费用合理3项需求,分别是三级医院、二级医院、镇卫生院顾客为最高;从总的情况来看,三级医院的顾客对非技术质量服务需求更高。结论：各级医院应以顾客需求为导向努力改善非技术质量服务,满足顾客需求,提高医疗服务质量。

Objective：To explore the requirement of the obstetrical customers about non-technical quality services in hospitals at different levels.Methods：According to the survey questionnaire designed,the parturient women and theirs families in a three-level hospital,a second-level hospital and a township hospital in Guangdong province were investigated by random sampling method from March to August in 2010,then the results were analyzed.Results：The obstetrical customers from hospitals at different levels had a higher requirement about non-technical quality services,but the customers from the three-level hospital had the highest requirement about quiet,neatness and health of the wards and clear marker and reasonable distribution of the hospitals;the customers from the three-level hospital had the highest requirement about the equipment of the hospitals satisfying the demand,the customers from the township hospital had the highest requirement about the convenient food supplied by the hospital and the food meeting the demand;the customers from the three-level hospital had the highest requirement about respects from the medical personnel to the right to know,right of choice and right of privacy of the patients;the customers from the three-level hospital had the highest requirement about good service attitude of medical personnel and supplying requirement service in time;the customers from the second-level hospital had the highest requirement about explaining questions patiently of the medical personnel;the customers from the three-level hospital had the highest requirement about strict charges and avoiding irregular charge;the customers from the second-level hospital had the highest requirement about providing detailed list and inquiry,the customers from the township hospital had the highest requirement about reasonable charges.In general,the customers from the three-level hospital had a higher requirement.Conclusion：The hospitals at different levels should improve the non-technical quality service targeting to the customers,satisfy the requirement of the customers and improve the quality of medical services.