摘要
目的基于服务质量(SERVQUAL)模型探讨综合医院门诊患者就医体验。方法选取2020年10月至11月于综合医院门诊就诊患者,采用依据修订后SERVQUAL模型制订的医院门诊SERVQUAL调查问卷实施调查。对综合医院门诊各诊区的患者进行随机抽样,在内科及外科诊区发放调查问卷各70份,妇产科及儿科诊区发放调查问卷各35份,共计发放210份,对回收的有效问卷进行分析。结果本研究实际回收207份,回收率为98.57%,其中有效问卷204份,有效回收率为98.55%。204例被调查的门诊患者中有64例为首次来综合医院就诊,140例选择来院就诊的原因为技术水平高。门诊患者SERVQUAL调查问卷的6个维度期望得分均高于实际就医体验得分,6个维度下的20个条目期望得分均高于实际就医体验得分,差异有统计学意义(P<0.05)。结论综合医院门诊就诊实际就医体验与期望存在差距,影响患者的就医体验,日后工作中应予以重视。
Objective To explore the medical experience of outpatients’in general hospital based on service quality(SERVQUAL)model.Methods From October to November 2020,outpatients,in general hospital were selected and the revised SERVQUAL model was used to develop the SERVQUAL questionnaire for outpatient service.A total of 70 questionnaires were distributed in the medical and surgical areas of general hospital,respectively;35 questionnaires were distributed in obstetrics and gynaecology,and paediatric clinics areas,respectively,a total of 210 questionnaires were distributed,and the recovered effective scales were analyzed.Results In this study,207 questionnaires were actually collected,among which 204 questionnaires were valid,with an effective recovery rate of 98.55%.Of the 204 outpatients surveyed,64 were the first to visit general hospital,and 140 chose to visit general hospital because of high technical level.The expected scores of six dimensions of the SERVQUAL questionnaire for outpatients were all higher than the actual medical experience scores,and the expected scores of 20 items under six dimensions were all higher than the actual medical experience scores,and the differences were statistically significant(P<0.05).Conclusion There is a gap between outpatient experience and expected service quality in general hospital,which affects patients’medical experience and should be paid attention to in future work.
作者
鲍娟
沙蕊
梅光亮
姚云
BAO Juan;SHA Rui;MEI Guangliang;YAO Yun(Department of Outpatient,Yijishan Hospital,Wannan Medical College,Anhui Province,Wuhu 241000,China)
出处
《中国医药导报》
CAS
2022年第29期69-72,共4页
China Medical Herald
基金
安徽省高校人文社会科学研究重点项目(SK2019A0215)
皖南医学院弋矶山医院管理与服务创新项目(CX2022029、CX2022035、CX2022050、CX2022054)。
关键词
门诊患者
服务质量
医院管理
患者满意度
Outpatient
Service quality
Hospital management
Patient satisfaction
