用服务质量差距模型分析社区卫生服务质量  

Analytical study of community health services quality based on 5-gap model

作　　者：高大红[1] 郭蕊[1] 杨世兵[1] 王亚东[1] 梁万年[2] 

机构地区：[1]首都医科大学卫生管理与教育学院,北京100069 [2]国家卫生部应急办公室

出　　处：《中华全科医师杂志》2010年第1期41-43,共3页Chinese Journal of General Practitioners

摘　　要：服务质量差距模型是一种简单有效的分析工具，能够明确最可能导致提供服务失败的5种差距。本文将其应用于社区卫生服务领域，提出通过弥合感知差距、规范差距、执行差距、服务差距以及沟通差距提高社区卫生服务质量。In the marketing theory, service disparity model is a simple effective tool, capable of figuring out the five clusters of reasons leading to service failure. This article applies it in the community health service domain. Through the efforts of healing the five gaps in service delivery, including Consumer expectation-management perception gap, Management perception-service quality specification, Service quality specifications-service delivery gap Consumer expectation-management perception gap and Service delivery-external communications gap, we hope to improve the community health service quality radically.

关 键 词：社区卫生服务 全面质量管理 

分 类 号：R197.1[医药卫生—卫生事业管理] R783.5[医药卫生—公共卫生与预防医学]