作　　者： ;

机构地区： 南方医科大学

出　　处： 《中国医院管理》 2018年第3期35-36,39共3页

摘　　要： 目的运用Servperf量表研究并评价医疗检查感知服务质量。方法基于Servperf量表对患者进行调查分析。结果 （1）医疗检查服务质量的水平较低,其总体得分率为66.53%;（2）在医疗检查服务质量的量表里共有5个评价维度,按照患者认可程度由优至差依次是保证性、有形性、可靠性、响应性和关怀性（67.45%,67.33%,67.08%,65.98%,65.03%）;（3）医院对患者所承诺的事情都能及时完成、医疗检查设施具有吸引力、现代化的医疗检查设备、医生总是乐于帮助病人、医院营业时间合理5个条目进入了影响医疗检查满意度的回归方程中,影响程度依次降低。结论感知服务质量的高低直接影响着医疗检查满意度,提升医疗检查的服务质量需要采取针对性措施。 Objective To evaluate the service quality of medical examination by Servperf scale. Methods Combined with the Servperf scale adaptation, patients were surveyed. Results （1） The level of medical examination service qualtiy is low,and the overall score rate is 66.53%.（2） There are five evluation demensions in medical examination service qualtiy scale;and according to patients＇ cognation degree, they are assurance,tangible,reliability,responsiveness and empathy（67.45%,67.33%,67.08%,65.98% and 65.03%）.（3） That hospital commitment to patients can be completed timely,medical examination facilities attract patients,medical examination facilities are uptodate,the doctor is always wil ing to help patients,and the medical services meet al the needs entered the regression equation,and affected the satisfaction of medical examinations. Conclusion Perceived service quality has a direct impact on the satisfaction of medical examination and specific measures need to be taken for the improvement of service quality of medical examination.

关 键 词： Servperf量表 医疗检查 感知服务质量

分 类 号： [R197.323.4]

领　　域： []