运用ServQual量表评价医院医疗服务质量.docVIP

运用ServQual量表评价医院医疗服务质量 李敏 吴艳玲 袁涛 史虹 黄宝杨 卢洪洲 上海市公共卫生临床中心 复旦大学附属华山医院 复旦大学上海医学院 X 关注成功！ 加关注后您将方便地在 我的关注中得到本文献的被引频次变化的通知！ 新浪微博 腾讯微博 人人网 开心网 豆瓣网 网易微博 摘????要： 目的 测评医院患者和职工的感知服务质量, 了解患者就诊和职工工作满意程度, 提升医疗服务质量。方法 根据ServQual量表5个维度定义设计患者组与职工组两套量表, 每套量表共设22个问项的问卷调查表, 分别对医院门诊、住院患者和职工发放问卷, 并让职工填写患者卷自评对患者提供的服务质量, 用数据SPSS20.0统计分析。结果 患者卷和职工自评卷5个维度感受满意。职工卷有形性感受满意, 移情性和可靠性感受性差, 保证性与响应性感受性次之。女职工较男职工感受性好, 3049岁组职工感受性差, 临床一线职工感受性差, 其中以医技人员和医生为突出。结论 医院应保护职工利益、需求, 合理安排工作时间与强度。提升职工感知服务质量更能提升患者感知的医疗服务质量。 关键词： 服务质量量表; 医疗服务质量; 患者; 职工; 作者简介：卢洪洲;E-mail:luhongzhou@fudan.edu.cn 收稿日期：2013-11-16 基金：国家十二五传染病重大专项 (2012ZX10001-003) Exploration of Medical Service Quality in the Hospital Based on ServQual Questionnaire Survey LI Min WU Yan-ling YUAN Tao Shanghai Public Health Clinical Center; Abstract： Objective To evaluate the patients and hospital staffs respective perception of medical service quality for assessment of the patients satisfaction with the medical service as well as the staffs satisfaction with their work, so as to improve the quality of the medical service provided by the hospital. Methods Two types of scales (one for patients and one for staff) were designed according to the five ServQual dimensions. Each scale contained 22 questions. These questionnaires were completed by randomly selecting outpatients, inpatients and hospital staff. The hospital staff were also asked to complete the questionnaire of self-evaluation of the medical service they provided for the patients. The SPSS20.0 statistical software was used for data analysis. Results The patient questionnaires as well as staff self-evaluation questionnaires indicated high satisfaction regarding all the five dimensions based on the perceived service quality. The staff questionnaires indicated that the perceived service quality was satisfactory regarding tangibles, less satisfactory regarding assurance and responsiveness, and unsatisfactory regarding empathy and reliability. The female staff had higher level of sati