摘要
目的从患者感知价值视角,对医院医疗服务质量进行评价和研究。方法设计改良服务质量(SERVQUAL)量表进行调查问卷,通过河南省某三级甲等医院门诊和住院患者的综合评价,得出其对医疗服务质量的评分分值。结果患者对医疗服务质量各条目的差距评分均为负值,患者感知的医疗服务质量排位最靠前的维度为可靠性,排位最末的维度为反应性,表明该医院患者对医疗服务质量的感知未能达到自身期望水平,医院方应进一步缩小差距。结论SERVQUAL模型能够用于评价医院医疗服务质量,并有利于改进其薄弱环节。
Objective To evaluate and study the quality of hospital medical service based on patient perceived value.Methods Questionnaires consisting of improved Service Quality(SERVQUAL,SQ)scales were designed to obtain the SQ scores of medical service quality based on the comprehensive evaluation of the outpatients and inpatients from a third-A-class hospital in Henan Province of China.Results The gap scores of patients for all items of medical service quality were negative,the dimension with the highest SQ ranking was reliability,and the dimension with the lowest ranking was reactivity,indicating that patients’perception of the medical service quality of this hospital failed to meet their own expectations and that the gap needed to be further bridged by the hospital.Conclusion The SQ model can be used to evaluate the quality of hospital medical service and is conducive to improve its weak links.
作者
张慧
程涵
ZHANG Hui;CHENG Han(School of Management,Henan University of Traditional Chinese Medicine,Zhengzhou 450046,Henan,China;Center for Evidence-based Medicine,Huaihe Hospital of Henan University,Kaifeng 475000,Henan,China;Institute of Social Medicine and Health Management of Henan University,Kaifeng 475000,Henan,China)
出处
《中国卫生资源》
北大核心
2020年第4期388-393,共6页
Chinese Health Resources
基金
河南省软科学研究项目“基于SERVQUAL模型的河南省社区老年人中医药健康管理的服务质量评价”(192400410315)
河南省高等学校重点科研项目“河南省社区中医药智能健康管理服务体系研究”(20A630019)。
关键词
患者感知价值
SERVQUAL模型
医疗服务质量
评价
河南省
patient perceived value
Service Quality(SERVQUAL)model
medical service quality
evaluation
Henan Province
