某三甲医院医疗服务质量患者感知要素调查

Analysis of Cognition Factors of Medical Service Quality in a 3A Hospital

目的以医用"SERVQUAL理论"为基础,根据医院实际重新设计了"SERVQUAL模型"(服务质量差距模型)各条目,对于"SERVQUAL模型"在医疗服务质量评价中的应用进行探讨。方法以北京市某医院117名患者及48位医务人员为对象,采用问卷调查的方法,测算患者对医院服务质量的SQ值。结果患者对医院服务质量的SQ值呈现了其在对医院医疗服务的感知与期望间有较大的差距,并通过医患之间的数据对比阐明医务人员所提供的服务质量与患者所感受的服务质量间同样存在差异。结论"SERVQUAL模型"是一种从患者角度评价服务质量的方法,可以结合患者对于医疗服务的期望和实际感受,科学地了解患者对医疗服务的满意程度,并据此发现医疗服务中的薄弱环节。

Objective To explore the application of ＂SERVQUAL principle＂ in the quality of medical service evaluation according to all items based on ＂SERVQUAL Model＂ theory.Methods Investigating 117 patients and 48 doctors and nurses to acquire SQ.Results SQ was in negative value,which showed there existed wide gap between the fact of quality of medical service and expectation,and this hospital did perfectly in the tangibles but still needed to improve the service of Assurance and Responsiveness.Conclusion The ＂SERVQUAL Model＂ is a method to value the quality of medical service from the view of patients,and it can help the managers of the hospital to understand the quality of medical service and expectation of patients and to know the patients＇ satisfaction in a scientific way.