基于服务质量差距模型提高患者满意度的研究  

Improving patient satisfaction based on Service Quality Gap Model

作　　者：宋春燕[1] 王菊香[1] 赵光红[1] 

机构地区：[1]华中科技大学同济医学院附属协和医院护理部,武汉市430022

出　　处：《中国护理管理》2010年第2期21-24,共4页Chinese Nursing Management

基　　金：2006年湖北科技攻关项目(2006AA301B5613)

摘　　要：基于服务质量差距模型,从了解患者满意度和服务需求,寻求患者理解、提高服务需求的合理性,优化护理评价体系、提供特色服务,提高护理人员服务态度和技能、成立护理辅助支持小组,加强关系营销和内部营销等,缩小患者感知的服务质量与需求服务质量的差距,以提高患者满意度。Based on the Service Quality Gap Model, the patients’ satisfaction and service needs were investigated in order to seek the understanding of patients and improve the rationality of the demand for services, thereby to optimize the care evaluation system and provide feature services. It also improved the attitude and skill of nursing staff, with the establishment of nursing group abut auxiliary and supports, to strengthen the relationship marketing and internal marketing. Finally through narrowing the gap between the perceived service quality and the demand service quality of patients, patients’ satisfaction was improved.

关 键 词：患者满意度 服务质量差距模型 护理质量 护理管理 

分 类 号：R197.32[医药卫生—卫生事业管理] R199.2[医药卫生—公共卫生与预防医学]