基于SERVQUAL模型对多院区医疗服务同质化的研究

Research on Homogenization of Medical Services in Multiple-campus Hospitals Based on Servqual Model

目的分析医院一院三区医疗服务同质化水平,为多院区提高医疗同质化管理提供参考。方法调查某院多院区住院患者对医疗服务质量的期望与实际感受之间的差距,运用SERVQUAL量表从5个维度对医院一院三区住院患者进行问卷调查并对调查结果进行统计学分析。结果患者个体特征对满意度评价没有影响,医院三院区医疗服务质量总体上无差异,5个维度无差异,22个具体指标中存在差异的仅有两项。从象限分析结果得出三院区都做得比较好的方面包括有形性、可靠性和保证性3个维度。结论SERVQUAL量表适用于医院多院区医疗服务质量的评价研究,可以为医院改进医疗服务的薄弱环节和提高多院区同质化管理提供帮助。

Objective:To analyze the level of medical service homogenization in one hospital and three campuses of the hospital,and provide reference for improving medical homogenization management in the hospital of multiple campuses.Method:The authors investigated the gap between the expectation and actual feeling of inpatients in multiple campuses of the hospital on medical service quality,conducted a questionnaire survey of inpatients with SERVQUAL in the hospital and the three campuses from five dimensions,and statistically analyzed the survey results.Result:The individual characteristics of patients have no impact on satisfaction evaluation.And there is no overall difference in the quality of medical services among the three campuses of the hospital and no difference in the five dimensions.There are only two differences among the 22 specific indicators.From the results of quadrant analysis,it is concluded that the three campuses do well in three dimensions,including tangibility,reliability and assurance.Conclusion:SERVQUAL scale is applicable to the evaluation and study of the medical service quality in multiple campuses of the hospital,and can help hospitals improve the weak links of medical services and the homogenization management in multi-campus hospitals.