基于服务质量差距模型构建和谐医患关系的实践  

Practice of Building Harmonious Doctor-patient Relationship based on Service Quality Gap Model

作　　者：杨春白雪 朱玲凤[1] 方永乐[1] 罗琳娜[1] 陈海啸[1] YANG Chun-bai-xue;ZHU Ling-feng;FANG Yong-le;LUO Lin-na;CHEN Hai-xiao(Taizhou Hospital of Zhejiang Province)

机构地区：[1]浙江省台州医院

出　　处：《医院管理论坛》2021年第5期31-33,共3页Hospital Management Forum

摘　　要：本研究应用服务质量差距模型,研究并发现患方存在的显性与隐性需求,明确差距内容,制定医疗服务差距改进体系并付诸实践,取得了较好的效果,为构建和谐医患关系提供了借鉴与实例,实现医院有温度,患者有尊严。This study used Gap Model of Service Quality(5 Gap Model)to explore the explicit and implicit needs of patients and identified the specific gaps.Gap improvement system of medical services was established based on the identified gaps and implemented,achieving good effect.The study provided reference and real case for building harmonious doctor-patient relationship and realizing warmth for the hospital and dignity for the patients.

关 键 词：服务质量差距模型 和谐医患关系 改善医疗服务 

分 类 号：R197.3[医药卫生—卫生事业管理]