摘要
目的:深度挖掘影响医疗服务质量的关键维度和关键因素,进一步满足人们对线上线下医疗服务质量多样化的就医需求.方法:运用改进后的服务质量(SERVQUAL)模型,构建全流程"诊前-诊中-诊后"医疗服务质量评价指标体系,基于315份有效问卷,从医院、医生和移动医疗服务平台3方面分析医疗服务质量,借用因子-灰色关联分析探索影响医疗服务质量的因素.结果:影响医疗服务质量的一级指标权重大小依次排序为保证性>可靠性>便利性>有形性,二级指标排名靠前的依次为治疗的准确性、有效性以及医生的技术水平.结论:在医疗资源有限的情况下,医院应首先注重诊疗质量,并从提高医院知名度、培养高层次人才、建立信息化平台和优化空间布局4个方面去提升医疗服务质量.
Objective To deeply explore the key dimensions and key factors affecting the quality of medical services, and further meet the people’s needs for diversified quality of online and offline medical services. Methods The improved service quality(SERVQUAL) model was used to develop the medical service quality evaluation index system in the whole process of "before diagnosis-diagnosis-diagnosis". The quality of medical service was analyzed from three aspects of hospitals, doctors and mobile medical service platform. And the factors to influence the quality of medical services were explored by factor-gray association analysis. Results The weight of the first-level indicators affecting the quality of medical services was ranked as guarantee, reliability, convenience and tangibility, and the weight of top secondary indicators was ranked as accuracy, effectiveness of treatment and doctors’ technical level. Conclusion In the case of limited medical resources, hospitals should first pay attention to the quality of diagnosis and treatment, and improve the quality of medical services from four aspects of improving hospital popularity, cultivating high-level talents, establishing information platform and optimizing spatial layout.
作者
于本海
杨艳敏
梁椿豪
袁倩
Yu Ben(School of Economics and Management,Shanghai University of Applied Technology,Shanghai,P.R.China.)
出处
《中国卫生事业管理》
北大核心
2022年第11期812-818,880,共8页
Chinese Health Service Management
基金
国家自然科学基金面上项目“大数据环境下面向多主体利益均衡的医疗保险绩效评价模型与协调机制研究”(71974131)。
