基于SERVQUAL模型的临床病历无纸化系统应用  

Application of Paperless Clinical Medical Records System Based on SERVQUAL Model

作　　者：宓林晖 袁骏毅[1,2] 汤钦华 MI Linhui;YUAN Junyi;TANG Qinhua(Shanghai Chest Hospital, Shanghai Jiao Tong University, Shanghai 200030, China;China Hospital Development Institute, Shanghai Jiao Tong University, Shanghai 200020, China)

机构地区：[1]上海市胸科医院,上海交通大学附属胸科医院,上海200030 [2]上海交通大学,中国医院发展研究院,上海200020

出　　处：《微型电脑应用》2022年第1期13-15,26,共4页Microcomputer Applications

基　　金：上海交通大学中国医院发展研究院科研课题(CHDI-2019-B-19)。

摘　　要：探索病历无纸化建设的应用效果评价体系,为医院后续推广无纸化应用、提升管理水平提供指导方向和参考依据。从医护视角出发,基于SERVQUAL模型构建临床病历无纸化系统的服务质量评价体系,采用Z检验分析该系统的应用效果;在确信性、同感性、可信性、响应性和产品性5个维度下,参照组、观察组的样本均存在较为显著的差异。临床病历无纸化系统的应用,不仅推动了电子病历的规范化、合法化,而且转变了临床传统的工作模式,使得医护人员、病案管理人员工作效率大幅提高,医院经济效益得到明显提升。This paper explores the application effect of evaluation system of the paperless construction of medical records,and provides guidance and reference basis for the hospital’s subsequent promotion of paperless applications and improvement of management.From the perspective of medical care,the service quality evaluation system of the paperless clinical medical record system is constructed based on the SERVQUAL model,and the Z test is used to empirically analyze the application effect of the system.From five dimensions of assurance,empathy,reliability,responsiveness,and tangibility,the samples of the reference group and the observation group have significant differences.The application of the paperless system of clinical medical records not only promotes the standardization and legalization of electronic medical records,but also transforms the traditional clinical work mode,greatly improves the work efficiency of medical staff and medical record managers,and the economic benefits of the hospital.

关 键 词：病历 无纸化 服务质量评估模型 应用效果 

分 类 号：R-056[医药卫生] R197.324