我国医疗服务质量问责研究

为了探索我国医疗服务质量的问责关系变化，本文以文献分析和模型构建为基础，从“谁应负责、对谁负责、负责什么”三个维度对我国医疗服务质量中不同参与者进行分析。研究发现，在出现管理者质量感知差距和患者质量感知差距时，需要启动患者问责；出现质量标准差距和服务传递差距时，需要启动医疗机构内部问责；出现市场沟通差距时，需要启动社会问责。在整个问责体系当中，如何提升患者满意度，进一步改善医疗服务质量，患者问责起到关键的作用，是整个问责体系的核心部分。

Accountability on medical service quality in China

This paper explores accountability on medical service quality in China. Based on a literature analysis and model building, the paper analyzes different actors involved in the management of medical service quality in China from the 'who is accountable, accountable to whom, accountable for what' three dimensions. The study found that there is a gap between how managers and patients perceive quality, and we need to start the patients accountability. Appeared quality standard gap and service delivery gap, we need to start the medical institutions internal accountability. Appeared marketing communication gap, we need to start the social accountability. Among the entire accountability system, how to improve patient satisfaction and the quality of medical services, patients accountability plays a key role, is the core part of the accountability system.