基于医疗服务质量的医患群体感知差异研究

The doctor-patient perception gap based on medical care quality

目的:了解患者作为服务需求者和医务人员作为服务提供者对医疗服务质量的感知差异。方法:在SERVQUAL模型的基础上整合医疗服务质量评价量表,采取分层随机抽样方法以北京市525名医务人员和565名患者作为研究对象进行调查。结果:两组人群感知医疗服务质量在SERVQUAL模型的18个条目中存在显著差异。患者更注重医疗服务质量中的可靠性、响应性以及移情性,即认为医院在"技术水平""专业态度""投诉服务""服务及时"方面有不足之处。而医务人员则认为在"医务人员的仪表""医院硬件措施""医疗服务价格""患者选择自主性"方面有待改善。结论:医务人员与患者对医疗服务质量的感知存在差异,医院亦应结合患者视角考虑医疗服务的内涵,有针对性地改进服务质量管理。

Objectives： To learn the perceived differences of medical care quality between doctors and patients. Methods： Integrating of medical care quality evaluation scale based on ＂SEVQUAL Model＂ theory and adopting stratified random sampling method to investigate 525 medical staff and 565 patients in Beijing. Results： There were significant differences between docto~ and patients in 18 items of ＂SEVQUAL Model＂. Patients pay more attention to the reliability, responsiveness and empathy of medical service quality, which means that the hospital has some shortcomings in ＂technical level＂, ＂professional attitude＂, ＂complaints service＂ and ＂timely service＂. However, medical staff considered that hospital should improve ＂personnel appearance＂, ＂ hardware facilities＂, ＂the price of medical services＂ and ＂patient＇s autonomic choice＂. Conclusions： Medical personnel and patients＇ perception of the quality of medical service has differences, so the hospital should consider the connotation of medical service by combining with the view of patients and improve the management of medical service more targeted.