| 公立医院非技术性服务质量评价综述 |
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| 引用本文： | 刘海港,王淑,李建州,许永健,刘建武. 公立医院非技术性服务质量评价综述[J]. 现代医院管理, 2011, 9(4): 11-15. DOI: 10.3969/j.issn.1672-4232.2011.04.005 |
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| 作者姓名： | 刘海港 王淑 李建州 许永健 刘建武 |
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| 作者单位： | 1. 杭州师范大学医药卫生管理学院,杭州市,310018
2. 浙江大学第一附属医院,杭州市,310002 |
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| 摘 要： | 回顾医疗服务质量概念,提出患者视角医疗服务质量评价的重要意义;总结、分析了医疗服务质量的评价指标及评价方法,认为将服务管理领域的SERVQUAL量表应用到医疗服务行业具有重要的研究价值;SERVQUAL量表对评价医院服务的功能性质量(非技术性服务质量)有重要价值,但建议进行维度和条目的 相应调整.
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| 关 键 词： | 公立医院 非技术性服务质量 SERVQuAL量表 |
| 收稿时间： | 2011-03-22 |
Summary of Quality Evaluation on Non-technical Service in Public Hospitals |
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| Liu Haigang,Wang Shucui,Li Jianzhou,Xu Yongjian,Liu Jianwu. Summary of Quality Evaluation on Non-technical Service in Public Hospitals[J]. Modern Hospital Management, 2011, 9(4): 11-15. DOI: 10.3969/j.issn.1672-4232.2011.04.005 |
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| Authors: | Liu Haigang Wang Shucui Li Jianzhou Xu Yongjian Liu Jianwu |
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| Affiliation: | 1.School of Medicine and Health Management,Hangzhou Normal University,Hangzhou,310018,China;2.The First Affiliated Hospital of Zhejiang University,Hangzhou 310002,China) |
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| Abstract: | The writers of the article reviewed the concept of medical service quality and proposed that the evaluation of medical service quality from the point of patients is significant.Then they summarized and analyzed evaluation index and evaluation methods of medical service quality,got the idea that there is value research in the application of SERVQUAL scale included in the field of service management into the profession of medical service because SERVQUAL scale has its significant value in the evaluation of functional（non-functional）service quality in hospitals.However,the appropriate adjustment in dimension and entries should be made. |
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| Keywords: | public hospital non-functional service quality SERVQUAL scale |
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