基于Servqual量表的公立医院人文服务质量评价与改进研究  

Research on Evaluation and Improvement of Humanistic Service Quality in Public Hospi⁃tals Based on Servqual Scale

作　　者：朱敏[1] 徐少银[1] ZHU Min;XU shaoyin(Organization and Personnel Office,Nanjing Drum Tower Hospital,The Affiliated Hospital of Nanjing University Medical School,Nanjing,Jiangsu,210008)

机构地区：[1]南京大学医学院附属鼓楼医院组织人事处,江苏南京210008

出　　处：《江苏卫生事业管理》2023年第7期972-976,共5页Jiangsu Health System Management

基　　金：江苏省医院协会2020年度医院管理创新研究课题(JSYGY-3-2020-689)。

摘　　要：目的:调查公立医院患者对人文服务质量的期望和实际感受的情况,为深化人文医院建设提供建议。方法:以南京市某三甲综合性公立医院就诊患者为调查对象,采用修订的Servqual量表调查就诊患者对医院人文服务质量的期望与实际感受之间的差距,运用统计学描述、t检验和IPA矩阵分析调查数据。结果:296名被调查的患者对医院人文服务质量的总体评价为-0.07,20个条目和5个维度的得分均为负值。在承诺的事情及时完成、医务人员关心并及时帮助、准确告知就诊时间段等8个方面,人文服务质量尚未达到患者的期望且具有一定的改进空间。结论:患者对医院人文服务质量总体期望较高、总体感受较好。针对需改进的人文服务方面,建议开展调研,加强人文服务顶层设计;开拓创新,引领人文品牌示范。Objective:Investigate the expectations and actual feelings of patients in public hospitals on the quality of humanistic ser-vices,and provide suggestions for deepening the construction of humanistic hospitals.Methods:Taking patients in a certain grade Ater-tiary general public hospital in Nanjing as the survey object,the revised Servqual scale was used to investigate the gap between the ex-pectations and actual feelings of the hospital’s humanistic service quality of the patients.Statistical description,t-test and IPA matrix analysis were used to further analyze the survey data.Results:The overall evaluation of the hospital’s humanistic service quality of the 296 surveyed patients was-0.07,and the scores of 20 items and 5 dimensions were all negative.The quality of humanistic services has not yet met the expectations of patients and has room for improvement in eight aspects,including timely completion of the promised things,care and timely assistance from medical staff,and accurate notification of the time period for consultation.Conclusions:Pa-tients generally have higher expectations and better feelings about the quality of humanistic services in the hospital.For the human ser-vices that need to be improved,the suggestions are as follows:carry out research and strengthen the top-level design of humanities;pio-neer and innovate,and lead the demonstration of humanistic brands.

关 键 词：人文医院 服务质量 SERVQUAL量表 

分 类 号：R197[医药卫生—卫生事业管理]