基于PZB和IPA整合模型的公立医院服务质量提升策略

发布时间：2018-03-13 01:36

本文选题：医疗服务质量　切入点：公立医院　出处：《统计与信息论坛》2017年11期 　论文类型：期刊论文

【摘要】：当前,公立医院面临着自身服务质量问题突出和民营医院快速崛起的内外部双重威胁,如何通过调整发展策略、优化资源配置而显著提升服务质量,已逐渐成为公立医院关注的重大发展问题。基于此,整合构建公立医院服务的患者重要性—感知质量理论模型,开发设计调查量表,对1 256个有效样本进行抽样调查,并通过配对样本T检验、描述性分析和聚类分析,研究结论表明:公立医院服务各要素层与指标层的患者重要性和感知质量存在显著差距;基于PZB和IPA整合模型的质量提升优先权要素类型划分是合理的;针对结论提出改进公立医院服务质量的策略及建议。
[Abstract]:At present, public hospitals are facing the double threats of their own service quality problems and the rapid rise of private hospitals. How to improve the service quality by adjusting the development strategy and optimizing the allocation of resources, It has gradually become a major development problem that public hospitals pay attention to. Based on this, we integrate the theoretical model of patient-perceived quality of public hospital services, develop and design a survey scale, and carry out a sample survey of 1 256 valid samples. Through paired sample T test, descriptive analysis and cluster analysis, the research results show that: there is a significant difference in patient importance and perceived quality between each element layer of public hospital service and index layer; It is reasonable to divide the priority factors of quality improvement based on PZB and IPA integration model, and to put forward the strategies and suggestions to improve the service quality of public hospitals.
【作者单位】：江苏大学管理学院;光明新区中心医院;
【基金】：国家自然科学基金面上项目《基于医患诚信重构的公立医院服务质量提升内在路径及政府支持策略》(71373102) 深圳市科技研发资金基础研究项目《基于医患关系改善的医疗质量提升路径及策略研究》(JCYJ20150403140300756) 江苏省高校研究生科研创新项目《基于医患关系改善的医疗服务质量提升机制及路径》(KYZZ_0288) 江苏省政府留学奖学金(JS-2016-099)
【分类号】：O212;R197.323

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