基本公共卫生服务质量提升策略——基于服务质量差距模型

Strategies for Improving the Quality of Basic Public Health Services——Based on Service Quality Gap Model

国家基本公共卫生服务项目实施以来,经费投入、服务人群、覆盖范围不断增加,但服务质量有待提升。本文运用服务质量差距模型,从五个方面探讨基本公共卫生服务质量存在的问题及其根源,提出基本公共卫生服务质量提升策略:提高管理者对服务竞争本质和需求的理解,赋予服务质量管理最高优先权,完善服务运营机制,制定合理的营销沟通计划。

Since the implementation of the national basic public health service project,fund input,service population and coverage have been increasing,but the service quality needs to be improved.By using the service quality gap model,this paper discusses the problems and its causes of quality of basic public health services from five aspects,and puts forward the strategies to improve the quality of basic public health services:improve managers’understanding of the nature and needs of service competition,give the highest priority to service quality management,improve the service operation mechanism,and formulate a reasonable marketing communication plan.