基于PZB和IPA整合模型的公立医院服务质量提升策略  

Service Quality Improvement Strategy of Public Hospital Based on PZB and IPA Integration Model

作　　者：汪文新[1] 赵宇[1] 王光明 石红梅 

机构地区：[1]江苏大学管理学院,江苏镇江212013 [2]光明新区中心医院,广东深圳518107

出　　处：《统计与信息论坛》2017年第11期109-117,共9页Journal of Statistics and Information

基　　金：国家自然科学基金面上项目<基于医患诚信重构的公立医院服务质量提升内在路径及政府支持策略>(71373102);深圳市科技研发资金基础研究项目<基于医患关系改善的医疗质量提升路径及策略研究>(JCYJ20150403140300756);江苏省高校研究生科研创新项目<基于医患关系改善的医疗服务质量提升机制及路径>(KYZZ_0288);江苏省政府留学奖学金(JS-2016-099)

摘　　要：当前,公立医院面临着自身服务质量问题突出和民营医院快速崛起的内外部双重威胁,如何通过调整发展策略、优化资源配置而显著提升服务质量,已逐渐成为公立医院关注的重大发展问题。基于此,整合构建公立医院服务的患者重要性—感知质量理论模型,开发设计调查量表,对1 256个有效样本进行抽样调查,并通过配对样本T检验、描述性分析和聚类分析,研究结论表明:公立医院服务各要素层与指标层的患者重要性和感知质量存在显著差距;基于PZB和IPA整合模型的质量提升优先权要素类型划分是合理的;针对结论提出改进公立医院服务质量的策略及建议。At present,the internal and external threats of public hospitals facing their service quality problems,the rapid rise of the private hospital,how to adjust the development strategy,optimize the allocation of resources to improve the quality of medical service,has become a major concern in the development of public hospital.Based on this,the article constructs a theoretical model of the importance and perceived quality of the patients to the public hospital service,and develops a questionnaire to carry out a survey of 1256 valid samples.By the paired sample T test,descriptive analysis and cluster analysis,the conclusion is that there is a significant gap between the importance and perceived quality of each factor level and index level of public hospital services,and it is reasonable to classify the priority elements of quality improvement based on PZB and IPA.Finally,the author puts forward some strategies and suggestions to improve the service quality of public hospitals.

关 键 词：医疗服务质量 公立医院 PZB模型 IPA模型 提升策略 

分 类 号：F224.0[经济管理—国民经济]