公立医院非技术性服务质量评价综述  

Summary of Quality Evaluation on Non-technical Service in Public Hospitals

作　　者：刘海港[1] 王淑翠[1] 李建州[2] 许永健[1] 刘建武[1] 

机构地区：[1]杭州师范大学医药卫生管理学院,杭州市310018 [2]浙江大学第一附属医院,杭州市310002

出　　处：《现代医院管理》2011年第4期11-15,共5页Modern Hospital Management

摘　　要：回顾医疗服务质量概念,提出患者视角医疗服务质量评价的重要意义;总结、分析了医疗服务质量的评价指标及评价方法,认为将服务管理领域的SERVQUAL量表应用到医疗服务行业具有重要的研究价值;SERVQUAL量表对评价医院服务的功能性质量(非技术性服务质量)有重要价值,但建议进行维度和条目的相应调整。The writers of the article reviewed the concept of medical service quality and proposed that the evaluation of medical service quality from the point of patients is significant.Then they summarized and analyzed evaluation index and evaluation methods of medical service quality,got the idea that there is value research in the application of SERVQUAL scale included in the field of service management into the profession of medical service because SERVQUAL scale has its significant value in the evaluation of functional（non-functional）service quality in hospitals.However,the appropriate adjustment in dimension and entries should be made.

关 键 词：公立医院 非技术性服务质量 SERVQUAL量表 

分 类 号：R197[医药卫生—卫生事业管理]