公立医院服务质量改进研究——基于“顾客感知”的体验调查  

Study on the Improvement of Service Quality of Public Hospitals-Based on the Survey of “Customer Perception”

作　　者：王晓望[1] Wang Xiaowang(Shenzhen Institute of Technology, Shenzhen 518045)

机构地区：[1]深圳技师学院,广东深圳518045

出　　处：《开放导报》2016年第4期80-85,共6页China Opening Journal

基　　金：深圳市哲学社会科学"十二五"规划课题(125C056)

摘　　要：提升公立医院服务质量能够有效降低医患纠纷发生率。本研究通过对深圳市属11家公立医院患者就医体验的调查,分析了公立医院医疗服务存在就医成本高、就医流程复杂和康复保健建议缺失等质量问题,论述了改进项目优先排序、建立现代化的医院诊疗服务模式、实行预约就医、通过优化就医流程降低就医成本和重视医疗服务功能质量五个方面的改进措施。The improvement of service quality of the public hospitals can effectively reduce the incidence of medical disputes. Through the investigation of outpatients from the eleven public hospitals of Shenzhen City, the key problems of service quality have been acquired, including the high cost of outpatient visit, the inconvenience of medical flow and lack of health advice. The paper states in detail the measures to be taken to optimize the medical flow, set up modern medical service mode , make an appointment for medical treatment, and reduce the medical cost through optimizing the medical flow and attach great importance to the functional quality of medical service.

关 键 词：顾客感知服务质量 患者体验 医疗服务质量 

分 类 号：R197.323[医药卫生—卫生事业管理]