摘要
目的:探讨服务质量模型,提高患者感知服务质量和预防医疗纠纷。方法:依据服务质量模型的核心思想,从有形性、可靠性、响应性、保证性和移情性5个方面设计医疗服务质量的管理方案,了解医院服务质量的现状。结果:患者满意度提高,医疗纠纷减少。结论:应用服务质量模型能提高患者感知服务质量,预防医疗纠纷的发生。
Objective To study the role of the model of service quality in hospitals. Methods The management plan of medical service quality was designed from five aspects of tangibility, reliability, responsiveness, guarantee and empathy. And the status of quality of medical service was studied. Results The patients＇ satisfaction was improved. And medical disputes were reduced. Conclu- sion The application of the model of service quality can improve the patients＇ cognition on quality of medical service, and prevent medical disputes.
出处
《中国卫生事业管理》
北大核心
2014年第10期743-745,共3页
Chinese Health Service Management
基金
广东省自然科学基金课题"Servqual模型在预防医疗纠纷中的应用研究"(编号:S2012040007080)
关键词
服务质量模型
实践
研究
model of service quality
practice
research.
