基于SERVQUAL模型的综合医院住院服务质量调查

Investigation on inpatient service quality of general hospital based on SERVQUAL model

目的调查综合医院住院患者对住院服务质量的期望与实际感受之间的差距,为提升住院服务质量提供参考。方法于2019年10—11月,使用修订的SERVQUAL量表对医院住院服务质量进行问卷调查,调查内容包括可靠性、保证性、响应性、经济性、关怀性及有形性6个维度20个条目。根据期望服务质量与实际感受的差距,制订提升策略。结果211例被调查的住院患者中,期望服务质量与实际感受各维度一致,具体分值排序为保证性>关怀性>可靠性>响应性>有形性>经济性,其中经济性的期望值与实际值差距最大,保证性差距最小。20个条目的期望和实际感受差距均为负值,其中医院饮食、药品及检查费合理性方面的差距最大。结论三级综合医院患者期望服务质量与实际感受存在较大差距,需采取相应改进措施,包括前移管理端口、提升服务品质等。

Objective To investigate the gap between the expectation and actual feeling of inpatients in general hospital,so as to provide reference for improving inpatient service quality.Methods From October to November 2019,a questionnaire survey was conducted on the inpatient service quality with the revised SERVQUAL scale.The questionnaire included 20 items in 6 dimensions of reliability,assurance,responsiveness,economy,caring and tangibility.According to the gap between the expected service quality and the actual experience,improvement strategies were formulated.Results Among the 211 inpatients investigated,the expected service quality was consistent with the actual experience in all dimensions.The quality value was ranked from the highest to the lowest as assurance,caring,reliability,responsiveness,tangible and economy.The gap between the expected value and actual value of economy was the largest and the gap between assurance was the smallest.The actual value was lower than the expected value of 20 items,among which the gap in the rationality of hospital diet,drugs and examination fees was the largest.Conclusions There is a big gap between the expected service quality and the actual feeling of patients in tertiary general hospitals,and corresponding improvement measures should be taken,including moving forward the management port and improving the service quality.