医院服务品质衡量指标的构建

为制定医院服务品质的衡量指标 ,通过回顾文献和深入访谈法等方式编制了有关医院服务品质的调查问卷 ,经过修订后 ,问卷具有良好的信度和效度。通过对 5 38名患者、医务人员和医院管理人员的调查 ,得到了 2 2项医院服务品质的衡量指标 ,构成了 4大因素 ,即 :医院整体环境、医疗服务态度、医疗质量和医院服务措施。本研究的结论有助于医院管理的实践和类似课题的深入研究。

Study of Assessment Index of Quality of Hospital Service

Due to the improvement of living standard of the people, hospitals with higher service quality are preferred. Through deep-interview and literature retrieval, we made out a questionnaire about quality of hospital service with acceptable reliability and validly. We investigated 538 patients and hospital staff and obtained 22 assessment indexes of quality of hospital service. Factor analysis showed a 4-factor model, which is hospital integrative environment, medical service attitude, quality of medical service and hospital service measures. The results are helpful to practice of hospital management and further study in this field.