摘要
目的对医院内部服务质量进行量化测算,以便于医院实施服务质量的控制与管理。方法利用服务蓝图技术确定内部服务评价的主客体关联图。根据SERVQUAL服务质量评价量表,设计服务流程中各环节服务质量评价指标体系,通过专家赋权法给出各职能部门相对整体服务质量绩效重要性权重,并对各部门评价结果加权综合,借鉴工业产品质量控制中过程能力指数,提出医院服务过程能力指数的概念,从而得到服务部门过程能力指数。结果应用此方法对某大型三级甲等医院CT服务质量进行定量评价,得到CT业务服务过程能力值为3.6490分。结论用医院服务质量过程能力指数,动态、连续地监测内部服务质量变动情况,有利于医院服务质量的提升。
Objective To take measurements and calculate hospital service quality, so as to control and manage medical service quality. Methods The service blue -print technology was used to describe the relational graph of subject and object for interior service quality evaluation. And then some evaluation indicators and corre- sponding questionnaire are designed based on the SERYQUAL model to measure the quality of each interior posi- tion. With the weights of each department given by experts, the process capacity index for hospital service is given out by weighting the quality scores of each department. Results The process capacity index of a CT server in a large hospital is 3. 6490. Conclusion Process capacity index of hospital can be used in increasing hospital service quality, and observing the dynamic trend of service quality.
出处
《解放军医院管理杂志》
2013年第9期834-837,共4页
Hospital Administration Journal of Chinese People's Liberation Army
