差距模型在社区卫生机构内部管理中的应用——以北京市某城区为例

GAP Model application in community health institutions'internal management:An empirical study in urban area of Beijing

目的:探索差距模型在社区卫生机构内部管理中的应用,分析社区卫生机构内部管理中存在的问题。方法:通过文献研究,构建出测量社区卫生内部服务质量的差异模型量表,并以北京市某城区的440名社区医务人员和30名管理者为样本,结合个人访谈对该城区社区内部管理中存在的差距及其成因进行了实证分析。结果:该城区社区卫生机构主要在硬件设施、团队建设和工作安排等方面的管理存在缺陷,导致医务人员存在不满。产生管理缺陷的主要原因是管理者对医务人员期望认识不足、管理制度未按规定执行和缺乏沟通。结论:差距模型能够较好的应用于社区卫生机构内部管理研究,该方法不仅强调了管理的连贯性,也有助于实现权责分明。

Objective： Explore the gap model application in community health institutions＇ internal manage- ment and analyze the problems existing in the management. Methods： Based on literature review, a Gap Scale was built to measure internal service quality. We did a survey toward 440 medical workers and 30 managers in an urban district of Beijing. This study is to analyze the reason of internal service quality disparity using the survey and inter- view results. Result：The deficiencies are in hardware facilities, team building and work arrangement. The main cau- ses of the defects are inadequate understanding of staff expectations, inattentive management and poor communica- tion. Conclusion： GAP Model can be applied in community health institutions＇ internal management. It emphasizes the continuity of management, and also helps to clarify responsibilities.