应用服务质量模型预防医疗纠纷的探讨  

THE EXPLORATION OF SERVICE QUALITY MODEL USED IN PREVENTING MEDICAL DISPUTE

作　　者：谭光明[1] 彭文斌[1] 叶宁[1] 黄水清[1] 罗先琼[1] 邱亿腾[1] 时先锋[1] 刘元铃[1] 张小庄[1] 

机构地区：[1]广东省妇幼保健院,广东广州510010

出　　处：《现代医院》2013年第8期116-117,共2页Modern Hospitals

基　　金：广东省自然科学基金(编号:S2012040007080)

摘　　要：服务质量模型的核心思想是把用户的期望和感知作为服务质量评价的主要依据,以此来衡量服务提供者的表现。服务质量模型对预防医疗纠纷的意义表现在:①可以设计面向患者的服务系统和服务蓝图;②建立患者期望的服务质量管理体系;③减少医疗服务隐患;④实现医疗纠纷的有效预防。The judgement of service quality mainly according to the perception and expectation of the custom-er which is the core idea of service quality model and using this the expression of the provider be measured. The sig-nificance of this model to prevent medical dispute show that first to design the service system and blueprint to the pa-tient, second to build the management system of service quality of the patient expected , third to reduce the hidden danger of medical service, fourth to realize the prevention of medical dispute effectively.

关 键 词：服务质量模型 医疗纠纷 预防 

分 类 号：R197[医药卫生—卫生事业管理]