摘要
目的医方"以病人为中心"思想的偏差、服务质量的难以改进,在一定程度上可由优质医疗服务的医患双方认知差异引起,因此有必要对其进行研究以提升医疗质量。方法利用自编的优质医疗服务认知评价量表对医患双方开展调查,并对数据进行描述性统计分析和Mann-Whitney秩和检验分析。结果患方认知总分和4个维度得分均高于医方;在响应性、保证性、移情性3个非技术性维度,以及具体的10个优质医疗服务指标上,医患间的优质医疗服务认知差异有统计学意义。结论患方对于优质医疗服务的要求更加全面;医方对非技术性优质服务的重视程度低于患方,并且对于大多数的优质医疗服务指标,医方认知程度也低于患方,故医院应将上述差异维度、指标的良好患者体验作为服务提升工作重点。
Objectives The perceptions of ＂patient-centered＂ deviation and difficulty to improve service quality can be caused by the differences in cognitive evaluation of the high-quality medical services quality between the Medical Side and the Contracting Parties.Thus it is necessary to study the differences in order to enhance medical quality.Methods Self-regulating questionnaires of the cognitive evaluation of the high-quality medical services were used for investigation.And the data were analyzed by using descriptive statistics and the Wilcoxon Mann-Whitney ranksum tests.Results Patients＇ total score and four dimensions scores were higher than medical personnel＇s.There were significant differences among dimensions of responsiveness,assurance and empathy and the other 10 indicators.Conclusions Patients requires a more comprehensive assessment than medical personnel.Patients pay more attention to the non-technical indicators of best service and the most indicators of high-quality medical services.It is suggested that the hospital should pay more attention to indicators of patients with good experience and take them as the focus for service promotion.
出处
《中国社会医学杂志》
2017年第3期283-286,共4页
Chinese Journal of Social Medicine
基金
深圳市科技计划项目(JCYJ20150403140300756)
关键词
优质医疗服务
医方
患方
认知差异
High-quality medical services quality
Medical personnel
Patient
Cognitive difference
