基于SERVQUAL-IPA模型的医院质量文化建设策略研究  

Research on strategies for the construction of hospital quality culture based on SERVQUAL-IPA mode

作　　者：马亚 唐其江 申俊龙[3] MA Ya;TANG Qijiang;SHEN Junlong(Nanjing First Hospital,Nanjing Medical University,Nanjing,Jiangsu Province,210006,PRC)

机构地区：[1]南京医科大学附属南京医院南京市第一医院,江苏省南京市210006 [2]南京医科大学附属南京医院南京市第一医院医务处,江苏省南京市210006 [3]南京中医药大学,江苏省南京市210023

出　　处：《中国医院》2022年第8期35-37,共3页Chinese Hospitals

基　　金：国家社会科学基金重点项目(19AZD018);国家社会科学基金(19BGL205);江苏省南京市医学科技发展资金资助项目(QRX17153);江苏省医院协会医院管理创研究课题(JSYGY-2-2021-62)。

摘　　要：目的:从患者视角出发,探讨分析医院质量文化的发展现状和存在问题,为推动医院高质量发展提供一定的参考和借鉴。方法:基于修正后的SERVQUAL评价指标体系,利用SERVQUAL-IPA模型对质量文化建设成效进行定量分析,统计患者实际感知评分和期望值的差距。结果:医院质量文化期望值均分为4.62,实际感知值均分为4.33,差值均分为-0.29,说明患者对医院质量文化的实际感知值普遍低于期望值。结论:医院质量文化建设成效仍有待改进,尤其要从塑造主题建筑、优化诊疗服务流程、完善医德医风监督、规范医疗服务行为等方面进行提升和完善。Objective:To provide the reference value and reference significance for promoting the high-quality development of hospitals,the article starts from the research perspective of patients,and discusses the development status and existing problems of the hospital quality culture.Methods:Based on the revised SERVQUAL evaluation index system,the research uses the SERVQUAL model and IPA to explore the effect of quality culture construction in sample hospitals,and discusses the difference between the actual perceived service score and the expected value.Results:The average score of the expected value of hospital quality culture is 4.62,the score of actual perceived service is 4.33,and the score of average difference is-0.29,so it directly shows that the actual perception of the hospital quality culture by patients is generally lower than the expected value.Conclusion:The effectiveness of hospital quality culture construction still needs to be improved,especially in the aspects such as shaping themed buildings,improving the medical service process,optimizing the process of diagnosis and treatment services,and standardizing medical service behavior.

关 键 词：SERVQUAL模型 IPA分析 质量文化 医院质量 

分 类 号：R197.3[医药卫生—卫生事业管理]