基于患者感知的医疗卫生服务质量评价模型分析

在医患矛盾成为社会所关注的一个焦点问题的今天．医疗卫生服务质量成为医院管理中最重要的研究领域之一。当前，我国卫生主管机构对于卫生医疗服务质量的评价还没有统一的模型，各级各类医院在各自的考核体系中都涉及到医疗质量，但是，基本都是以诊断治疗结果为评价指标，没有很好地突出以病人为中心的理念。借鉴顾客感知服务质量管理的理念．研究基于患者感知服务质量的卫生医疗服务质量评价模型的内容指标，勾勒以病人为中心的卫生医疗服务质量的粗略模型，是改善医患关系、建立和谐就医环境非常重要的环节。

About the Model of Health Care Service Quality Evaluation Based on Patient Perceived

As the doctor-patient contradiction becomes a hot topic concerned by the society, the quality of health service has turned to be a most important study area in hospital management.Until now, a uniform model of health service quality evaluation still has not set up by our health supervision institutions.Although the evaluation systems of hospitals with various levels refer to health care quality to different extent, most of them take diagnosis care result as indicators, without showing the concept of focusing on patients.Based on the concept of customer perceived service quality management, this paper tries to explore the specific indicators in health care service quality evaluation model and establish a rough model.