摘要
以大乌江镇医院为例,利用Serv Qual量表测评乡镇卫生院的医疗服务质量。结果显示:从患者出发,医疗服务的可靠性、有形性和移情性三个维度,实际感知水平与期望水平存在较大差异,其中医院有兴趣解决患者就医问题在感知与期望之间差距最大;从职工出发,除有形性外,其余四个维度均存在较大差异,特别是医院对职工专业技能培训方面,实际感知与期望水平差距最大。因此,大乌江镇卫生院要以患者诉求为中心、以医技人员的技能发展为前提、同时要注重职工的人文关怀。
To assess the health service quality of township hospitally using the SERVQUAL scale,this paper takes Da Wu-Jiang Town as a case. The results show that from the viewpoint of patients,the difference between the expected level and feeling level was bigger in tangibles,reliability,and empathy,especially the question about whether the hospital were interested in solving the medical problem of patients. While from the viewpoint of staff,the bigger gap was existed in all other four dimensions expect for the tangibles,especially the question about the health skill training. The Da Wu-Jiang township hospital should pay attention to the patient-oriented health system,strength the skill development of staffs,and focus on the humanistic concern of staffs.
出处
《陕西广播电视大学学报》
2017年第3期83-86,共4页
Journal of Shaanxi Radio & TV University
基金
合肥医学院博士启动基金(项目编号:FB-2014-3)
贵州省高校人文社科研究基地(项目编号:2017jd088)阶段性研究成果之一
