基于BYOD技术及SERVQUAL理论构建医疗服务质量评价体系

CONSTRUCITON OF QUALITY ASSESSMENT SYSTEM OF OPTIMAL MEDICAL SERVICE BASED ON BYOD AND THE SERVQUAL THEORY

目的探索在基于BYOD信息化技术及SERVQUAL理论下设计最优医疗服务质量评价体系。方法基于SERVQUAL理论,以服务周期为轴,从患者感知体验的角度,对每项医疗服务进行量化;通过BYOD及移动医疗的方式,为患者和医疗团队之间搭建一个服务桥梁,将传统手工方式切换为以信息设备支撑的网络评价模式。结果借助BYOD技术及SERVQUAL理论,建立一套准确的服务质量评价系统,医护人员可以通过该系统与患者适时、有效地沟通;全方位对医院进行分析,持续改进医疗服务质量。结论结合BYOD信息化技术及SERVQUAL理论,可提高医疗服务质量及患者满意度;提升医护人员素质、更新服务理念和模式;优化医院管理,提升医疗服务信息化管理水平。

Objective To explore and design quality assessment system of optimal medical service based on the BYOD and the SERVQUAL theory. Methods All items of medical service were quantified based on the theory of ERVQUAL to build a service bridge between patients and the medical team and at the same time change the traditional manual approach into a network assessment mode supported by information device. Results With the aid of BYOD technology and theory of SERVQUAL,a set of accurate service quality assessments system were built,and medical personnel could communicate with the patients timely and effectively through the system; to make comprehensive analysis of the hospital and to improve the quality of medical services continuously. Conclusion BYOD information technology combined with the theory of SERVQUAL can help enhance the quality of medical service and patients’ satisfaction,improve staff quality and update concept and mode of service,optimize the hospital management and ultimately enhance the level of information management of medical service.