8地市医院感染科医患感知服务质量

A Survey on Doctor-Patient Perceived Service Quality in Department of Infectious Diseases in Hospitals of Eight Cities

目的研究分析8地市医院感染科患者与医生的感知服务质量影响因素及现状,为感染性疾病患者与医生服务提供参考。方法运用Serv Qual量表对上海、广西来宾、云南、新疆、成都、重庆、广西南宁和广西桂林等地医院感染科患者进行随机调查,对医生采用整群抽样问卷。采用描述性统计、独立样本t检验、单因子方差分析等。结果患者组信度分析Cronbach＇sα值等于0.977;医生组Cronbach＇sα值等于0.978。患者组和医生组Pearson相关均呈显著正相关。在5个维度上,患者组〉60岁者较40-49岁者感受性好,来宾患者感受性最好,重庆患者感受性最差;医生组南宁感受性最好,重庆感受性最差。结论感染科患者感知服务质量感受性好,医生由于工作时间长与超负荷导致感受差。应提高医生服务意识与能力,增加感染科工作人员数并保障其职业安全。

Objective To investigate the situation and influence factors of doctor - patient perceived service quality in Department of Infectious Diseases in hospitals of eight cities in china. Method The ServQual scale was used for the investigation on patients by using a random sampling method and on doctors by using cluster sampling method in Department of Infectious Diseases in Shanghai, Laibin of Guangxi, Yunnan, Xinjiang, Chengdu, Chongqing, Nanning and Guilin. The statistical methods included description statistics, independent samples t - test, one - way ANOVA, etc. Result The Cronbach＇＇s Alpha was 0. 977 for patients and 0. 978 for doctors. A significant positive Pearson correlation was found in both patients and doctors groups. In the five dimensions, patients over 60 years had better perceptibility than that of 40 - 49 years, patients in Laibin had the best perceptibility and patients in Chongqing had the worst; among doctors, doctors in Nanning had the best, and doctors in Chongqing feel the worst. Conclusion The patients in Department of Infectious Diseases was satisfied with the perceived service quality. However, the doctors had low perceived service quality for long work time and overload intensity. The medical service consciousness and ability of doctors should be improved, the infection practitioner staff should be increased and its occupation safety needs to be guaranteed.