社区卫生服务机构内部服务质量指标评价体系研究

Indicator system for internal service quality of community health services

目的:参考内部服务质量理论,建立一套适合我国社区卫生服务机构的内部服务质量评价体系。方法:根据文献检索、参与式观察、深入访谈等结果编制社区卫生服务机构内部服务质量调查问卷,并对北京市的两家社区卫生服务中心及其下设各服务站进行实证研究。结果:问卷的专家评分均值为88.3分,内部一致性信度为0.956,因子分析抽取的7个因子可以解释75.457%的内容,说明问卷结构效度较好。结论:社区卫生服务机构内部服务质量评价体系能较好的反映员工对内部服务质量的评价,为社区卫生服务机构进行自身服务质量评价、改进内部服务质量提供一种工具。

Objective： To establish an indicator system for the internal service quality of community health serv- ices, considering China＇s conditions and the particularities of Chinese community health, based on the internal serv- ice quality theory. Method： Through literature research, participant observation, in-depth interviews with medical workers and managers, the community health service internal service quality survey questionnaire was designed and an empirical study was performed in two community health service centers and their service stations in Beijing. Re- sults ： The average score on the indicator system was 88.3 ; the total alpha coefficient was 0. 957. The validity analy- sis used the factor analysis method, and it proved that the extracting seven factors generally accord with the seven di- mensions of the indication system, with good validity. Conclusion： The established indicator system for community health services based on the internal service quality theory has high reliability and validity, and it is suitable for China＇s community health service industry, which provides one kind of tool for community health service institutions to understand their workers＇ demands, carry on service quality assessments, and improve service quality.