基于服务质量差距模型的住院患者满意度分析与改善研究  

Study on satisfaction analysis and improvement of hospitalized patients based on the gap model of service quality

作　　者：杨立成[1] 高雅杰[1] YANG Li-cheng;GAO Ya-jie(Tianjin Medical University,Tianjin 300070)

机构地区：[1]天津医科大学,天津300070

出　　处：《天津护理》2018年第2期137-141,共5页Tianjin Journal of Nursing

摘　　要：目的:利用服务质量差距模型,通过了解、分析患者满意度和服务需求,提出医疗服务改进措施及建议。方法:采用问卷调查法,依据服务质量差距模型的基本理论,结合医院工作实际,建立医疗服务质量差距模型,运用SPSS17.0统计软件包分析处理数据。结果:患者对医疗服务的感知高于期望。同时,显示患者在医疗服务质量的评价中,对保证性的评价最高(4.75),对有形性和移情性的评价最低(4.68);患者在医疗服务质量的期望中,对保证性的期望最高(4.73),对移情性的期望最低(4.67);不同年龄层的住院患者,年龄越小,在医疗服务质量可靠性方面,期望值与实际感受值之间的差距越大。结论:服务质量差距模型在住院患者满意度分析与改善的应用是可行的,为医院管理者在解决医疗服务质量的问题时提供一个可靠的理论分析思路。Objective:To make use of the service quality gap model and to put forward the improvement measures and suggestions for medical service by understanding and analyzing the patient satisfaction and service demand.Methods:Using the method of questionnaire,according to the basic theory of the gap model,combining the actual work of the hospital,we established a medical gap model of service quality,and analyzed the data by SPSS17.0 statistical package.Results:The patient’s perception of medical service was higher than expected,at the same time,results showed the highest rating(4.75)in patients’assurance evaluation of medical service quality,and the lowest rating(4.68)in physical and empathic evaluation;the highest rating(4.73)in patients’assurance expectation of medical service quality,and the lowest rating(4.67)in empathic expectation;hospitalized patients at different age levels,The smaller the age was,on the reliability of medical service quality,the greater the gap between the expected value and the actual perception.Conclusion:The application of the gap model in the analysis and improvement of inpatient satisfaction is feasible,providing a reliable theoretical analysis for hospital managers in solving the problem of medical service quality.

关 键 词：服务质量差距模型 患者满意度 医疗管理 

分 类 号：R197.323[医药卫生—卫生事业管理]