运用服务质量感知和差距分析模型探析中医科普的持续改进

CONTINUOUS IMPROVEMENT OF SCIENCE OF TCM-- COMBINED WITH THE USE AND QUALITY OF SERVICE PERCEIVED GAP ANALYSIS MODEL

笔者以中医健康科普作为一种社会服务,从理论的视角,运用服务质量决定因素模型和差距分析原理探析科普服务的持续改进。通过模型与逻辑推理,抓准中医科普服务现状的痛处及其五大因素表现,探寻科普服务传递过程中五个认识间差距。通过缩小差距,形成有目的系统地提升中医科普服务质量。最后,以广东省中医院的自身经验,梳理总结出中医健康科普对和谐医患具有正向积极效用。

This paper takes the Traditional Chinese Medicine health population science as a social service.From the theoretical perspective. There＇s a clue that using the models of Perceived Service Quality,Determinants of Quality of Service,5 Gaps Mode to find out the invisible zone of the continuous improvement of TCM populational science services. With the further analysis,this zone refers to the 5 gaps of the recognition differential. By minimizing the recognition differential,we form up a strategic program package for TCM populational science,which makes it different. Besides,the real case of Guangdong Provincial hospital of TCM has verified that the good TCM populational Science service had demonstrated a positive influence to the Harmonious Relationship of doctor- patient.