基于服务质量差距模型和IPA理论的住院患者就医体验研究  

Research on Inpatient Experience based on Service Quality Gap Model and IPA Theory

作　　者：朱玲凤 朱琳鸿 陈志红 杨艳颖 ZHU Ling-feng;ZHU Lin-hong;CHEN Zhi-hong;YANG Yan-ying(The Affiliated Taizhou Hospital of WMU)

机构地区：[1]温州医科大学附属台州医院

出　　处：《医院管理论坛》2020年第8期29-32,共4页Hospital Management Forum

基　　金：浙江省医院可持续发展正大天晴研究项目,编号:2018ZHAZDTQ224。

摘　　要：目的应用服务质量差距模型和IPA理论对住院患者就医体验进行研究,以找到医疗服务改进的重点。方法基于国家住院患者满意度调查内容,同时测量患者就医体验反映问题的重要性和满意度,采用配对样本t检验、描述性分析等统计方法对收集的数据进行分析。结果住院环境(晚上病房安静、卫生间干净)、用药沟通、饭菜质量是住院患者期望值与满意度之间差距最大的内容。Objective To apply the service quality gap model and IPA theory to study the inpatient experience in order to find the focus of medical service improvement.Methods The data of the importance of each question of patient experience measuring and patients'satisfaction,as well as the data of the national inpatient satisfaction survey,were analyzed by statistical methods such as paired sample t test and descriptive analysis.Results The hospitalization environment(quiet ward at night,clean bathroom),medication communication,and quality of meals,are the contents with the biggest gap between inpatient expectations and satisfaction.

关 键 词：就医体验 服务质量差距模型 满意度 绩效分析 

分 类 号：R197.3[医药卫生—卫生事业管理]