基于PZB模式的医疗服务质量缺口研究  

Medical Service Quality Gaps Analysis Based on PZB Mode

作　　者：葛杰[1] 赵喆[1] 李晓雪[1] 

机构地区：[1]中国人民武装警察部队总医院,北京100039

出　　处：《中国卫生质量管理》2018年第1期51-53,共3页Chinese Health Quality Management

基　　金：智能拓展车载方舱医院研制;国家科技支撑计划(2015BAK08B00)

摘　　要：介绍了服务质量缺口模型,分析了目前医疗服务质量的五个缺口存在的原因,启示医院应在硬件环境建设、与患者沟通承担更多责任。同时,加强医院文化建设,提升医务人员服务自觉性和主动性,并通过医疗服务质量管理工具对医疗服务缺口进行改进。The medical service quality gaps model was discussed. The reasons for the five gaps exited in medical service quality were analyzed. The medical service quality gaps could be improved in hospital from aspects of taking more responsibility on hardware equipment construction and on the communication between patients and doctors, strengthe- ning the service awareness and initiative among medical staff, and use of medical service quality management tools

关 键 词：医疗 服务质量 缺口 

分 类 号：R197.3[医药卫生—卫生事业管理]