基于患者感知的公立医院服务质量内部治理体系研究

Research on the Internal Governance System of Public Hospital Service Quality Based on Patient Perception

本文以某市妇幼保健院为例,以医疗服务质量理论、患者满意度相关理论、核心能力理论为理论基础,深挖公立医院服务质量内部管理因素,找出医院在患者感知服务质量管理方面存在的问题、症结及影响因素。再从医院顶层设计的高度提出系统化的措施建议,形成立体化的患者感知服务质量内部治理体系。

This article takes a maternal and child health hospital in a city as an example,using medical service qual⁃ity theory,patient satisfaction related theory,and core competency theory as theoretical basis to deeply explore the in⁃ternal management factors of public hospital service quality,to find out the problems,crux and influencing factors in the hospital's management of patient-perceived service quality.Then,systematic measures and suggestions are put forward from the top-level design of the hospital to form a three-dimensional internal governance system for patientperceived service quality.