基于服务质量差距模型的社区慢性病管理影响因素研究

目的]应用服务质量差距模型,了解慢性病患者对社区管理服务需求和综合满意度,分析社区慢性病管理的影响因素,并提出改进措施及建议。方法]对天津市6个市(区)接受慢性病管理的196个患者进行问卷调查,依据服务质量差距模型的基本理论,结合工作实际,建立慢性病社区管理质量差距模型,运用SPSS 17.0统计软件分析处理数据。结果]患者对社区慢性病服务的管理质量中移情性最高(22.48),保证性最低(15.21);期望质量中,移情性最高(26.64)、响应性最低(17.87)。患者对社区慢性病管理质量保证性和移情性的Logistic分析中,保证性方面,病种数与期望值和实际感受值呈负相关关系;移情性方面,不同文化程度与期望值和实际感受值呈正相关关系。结论]患者对社区慢性病服务管理质量的感知值低于期望值;不同病种数的患者,病种数越多,在对社区慢性病管理质量保证性方面,期望值与实际感受值之间的差距越小;不同文化程度的患者,文化程度越高,在对社区慢性病管理质量移情性方面,期望值与实际感受值之间的差距越大。

Study on the influencing factors of community chronic disease management based on service quality gap model

Objective It uses the gap model of service quality to know the demand and comprehensive satisfaction of chronic diseases patients to community management service,analyzes the influencing factors of community management of patients with chronic diseases,and puts forward measures and suggestions for improving medical service.Methods It conducted questionnaire survey to 196 patients who received chronic diseases management in 6 cities(districts)of Tianjin.According to basic theory of medical service quality gap model,and combined with work practice,established medical service quality gap model of chronic diseases community management.It analyzed and processed the data by SPSS17.0 statistical software.Results In the evaluation of patients on the quality of community chronic disease management,empathy was the highest(22.48),while assurance was the lowest(15.21).In the expectation of patients on the quality of community chronic disease management,empathy was the highest(26.64),and responsiveness was the lowest(17.87).In Logistic analysis of assurance and empathy of patients on the quality of community chronic disease management,it showed negative correlation among number of disease and expectation value,actual feeling value.In the aspect of empathy,it showed positive correlation among different education and expectation value,actual feeling value.Conclusions The perception value of patients to community management of chronic diseases service quality is lower than expectation value.The patients with different disease,the more number of disease,the smaller in the gap among expectation and actual feeling value in assurance of community chronic disease management quality.In different education patients,the higher education background,the bigger gap among expectation and actual feeling value in empathy empathy of community chronic disease management quality.