基于患者感知的公立医院服务质量内部治理体系研究  

Research on the Internal Governance System of Public Hospital Service Quality Based on Patient Perception

作　　者：肖燕 尚志君 XIAO Yan;SHANG Zhijun(Chief Department,Changzhou Maternal and Child Health Care Hospital,Changzhou,Jiangsu Province,213000 China;Administration Office,Changzhou Maternal and Child Health Care Hospital,Changzhou,Jiangsu Province,213000 China)

机构地区：[1]常州市妇幼保健院院部,江苏常州213000 [2]常州市妇幼保健院办公室,江苏常州213000

出　　处：《中国卫生产业》2024年第2期221-224,共4页China Health Industry

基　　金：2022年常州市科协软科学研究课题(CZKX2022019)。

摘　　要：本文以某市妇幼保健院为例,以医疗服务质量理论、患者满意度相关理论、核心能力理论为理论基础,深挖公立医院服务质量内部管理因素,找出医院在患者感知服务质量管理方面存在的问题、症结及影响因素。再从医院顶层设计的高度提出系统化的措施建议,形成立体化的患者感知服务质量内部治理体系。This article takes a maternal and child health hospital in a city as an example,using medical service quality theory,patient satisfaction related theory,and core competency theory as theoretical basis to deeply explore the internal management factors of public hospital service quality,to find out the problems,crux and influencing factors in the hospital's management of patient-perceived service quality.Then,systematic measures and suggestions are put forward from the top-level design of the hospital to form a three-dimensional internal governance system for patientperceived service quality.

关 键 词：公立医院 医疗卫生服务质量 患者感知 治理体系 高质量发展 

分 类 号：R19[医药卫生—卫生事业管理]