摘要
目的:探索Servqual法在社区卫生服务质量评价中的应用,为社区卫生服务的质量改进提出建议。方法:设计社区卫生服务Servqual量表,在北京市10家社区卫生服务机构进行实证性研究。结果:社区卫生服务质量各条目评分均为负值,评分较低的条目包括医疗仪器设备和专业技术水平,服务利用者对社区卫生服务质量的感知与期望间有较大差距。结论:Servqual评价法能较好地反映服务利用者对社区卫生服务质量的评价,可用于发现社区卫生服务工作的薄弱环节。
Objective To explore the application of Servqual method in the evaluation of service quality of Community Health Service （CHS） ,and to provide suggestions for the quality improvement of CHS. Method Servqual scale for CHS was designed and an empirical study was organized in 10 CHS institutions in Beijing. Results The service quality scores were negative, among which the scores of medical facilities and professional technical skill were low, and there existed wide gap between the perception and expectation of CHS clients. Conclusions Servqual method can reflect CHS clients＇ assessment of the CHS service quality, and help to find the unsubstantial parts of community health service.
出处
《中国农村卫生事业管理》
2009年第12期883-886,共4页
Chinese Rural Health Service Administration
基金
北京市科委研发攻关项目(D09060720000704)
