杭州市三甲医院服务质量患者评价量表的研究

An evaluation of the scale 'Service Quality of Level-three A Hospitals in Hangzhou in the eyes of the Patients'

目的研究基于患者视角的杭州市三级甲等(三甲)医院服务质量评价量表。方法采用现场调查的方法,抽取杭州市7所三甲医院的364名患者进行问卷调查,运用统计分析方法对调查的问卷进行信度、效度检验分析。结果经过统计分析,本研究量表的Cronbach'sα信度系数为0.90,5个因子累计贡献率为69.89%。结论本研究所构建的量表具有较高的信度和效度,能够对杭州市三甲医院医疗服务质量进行有效的评价。

Objective The study attempted to assess a scale designed for the patients to evaluate the service quality of level-three A hospitals in Hangzhou. Method On-the-spot survey method was employed to reach 364 patients from 7 level-three A hospitals in Hangzhou and have a questionnaire answered. A statistical method was used to analyze and check the reliability and validity of the questionnaire. Result Statistical analysis showed that the scale＇s Cronbach＇sctcoefficient was 0.90, and the cumulative contribution rate of 5 factors was 69. 89%. Conclusion The scale developed by the research had relatively high reliability and validity, and can be used to assess service quality of level-three A hospitals in Hangzhou effectively.