医院服务质量体系设计指南（Guideline for design of hospital service quality system）.doc

医院服务质量体系设计指南（Guideline for design of hospital service quality system） 1, how to assess hospital service quality? 1.1, the mistaken idea of hospital service quality According to the evaluation of our habits, a hospital service quality now, often based on the determined by the hospital or the relevant department standards to control, and then evaluated to determine a hospital service quality is good. In the vast majority of hospitals in China, the concept of the quality of service exists. In fact, the service quality of the hospital is for the patient who comes to the hospital for medical treatment, and the reference object of the judgment should be the patient. Therefore, the quality of service in the hospital is evaluated by comparing the perception of expected service before the patient to the hospital and the perception service after the hospital to the service quality of the hospital 1.2 the concept of hospital service quality 1.2.1 OTA (Office of technology assessment) proposed in 1988: the quality of medical service is refers to the use of medical knowledge and technology. Under the existing conditions, the process of medical service and patient expectations increase the degree of non expected results less sincere. 1.2.2 Dunalredian proposed in 1988: the quality of medical service refers to the ability to achieve a desired goal with reasonable methods [to restore the physical and mental health and satisfaction of the patient].. The quality of the product is easy to understand because it is clear at a glance. The medical service is different, because of the characteristics of the medical service itself, it increases the complexity and the difficulty of understanding it. Perceived service quality resulting from patient orientation is the development direction of hospital service quality. In the course of 1.2.3 medical service, patient participation and production and consumption can not be separated, and the quality of medical service must be recognized by patien