运用ServQual量表评价医院医疗服务质量  

Exploration of Medical Service Quality in the Hospital Based on ServQual Questionnaire Survey

作　　者：李敏[1] 吴艳玲[1] 袁涛[1] 史虹[1] 黄宝杨[1] 卢洪洲[1,2,3] 

机构地区：[1]上海市公共卫生临床中心,上海201508 [2]复旦大学附属华山医院,上海200040 [3]复旦大学上海医学院,上海200032

出　　处：《中国医院管理》2014年第2期40-43,共4页Chinese Hospital Management

基　　金：国家十二五传染病重大专项(2012ZX10001-003);国家十二五重大新药创制(2012ZX09303013);上海市加强公共卫生体系建设三年行动计划(GGWSXDJH1)

摘　　要：目的 测评医院患者和职工的感知服务质量，了解患者就诊和职工工作满意程度，提升医疗服务质量。方法 根据ServQual量表5个维度定义设计患者组与职工组两套量表，每套量表共设22个问项的问卷调查表，分别对医院门诊、住院患者和职工发放问卷，并让职工填写患者卷自评对患者提供的服务质量，用数据SPSS20.0统计分析。结果 患者卷和职工自评卷5个维度感受满意。职工卷有形性感受满意，移情性和可靠性感受性差，保证性与响应性感受性次之。女职工较男职工感受性好，30～49岁组职工感受性差，临床一线职工感受性差，其中以医技人员和医生为突出。结论 医院应保护职工利益、需求，合理安排工作时间与强度。提升职工感知服务质量更能提升患者感知的医疗服务质量。Objective To evaluate the patients＇ and hospital staff＇s respective perception of medical service quality for assessment of the patients＇ satisfaction with the medical service as well as the staff＇s satisfaction with their work,so as to improve the quality of the medical service provided by the hospital. Methods Two types of scales （one for patients and one for staff） were designed according to the five ServQual dimensions. Each scale contained 22 questions. These questionnaires were completed by randomly selected outpatients, inpatients and hospital staff. The hospital staff was also asked to complete the questionnaire of self-evaluation of the medical service they provided for the patients. The SPSS20.0 statistical software was used for data analysis. Results The patient questionnaires as well as staff self-evaluation questionnaires indicated high satisfaction regarding all the five dimensions based on the perceived service quality. The staff questionnaires indicated that the perceived service quality was satisfactory regarding tangibles,less satisfactory regarding assurance and responsiveness,and unsatisfactory regarding empathy and reliability. The female staff had higher level of satisfaction than male staff based on their respectively perceived service quality. The perceived service quality was unsatisfactory in the staff of the age group of 30～49 years,and also in the clinical staff,who are in the first line of medical service,especially the medical technicians and doctors. Conclusion The hospital should guarantee its staff＇s legal rights and deserved benefits,and make sure that the working period as well as working intensity is appropriate. The improvement of staff-perceived medical service quality is a prerequisite for the improvement of patient-perceived medical service quality.

关 键 词：服务质量量表 医疗服务质量 患者 职工 

分 类 号：R197.323.4[医药卫生—卫生事业管理]