民营医院医疗服务质量管理研究

发布时间：2018-01-15 13:35

本文关键词：民营医院医疗服务质量管理研究　出处：《天津工业大学》2017年硕士论文　论文类型：学位论文

【摘要】：医疗服务质量是民营医院赖以生存的根本,是民营医院管理的基础和核心,关系到患者的切身利益,是提高民营医院竞争力的重要方法,是增强患者满意度的有效途径,是促进患者忠诚度的关键因素。按照IS09001:2015标准要求构建民营医院医疗服务质量管理体系是提高民营医院医疗服务质量的基础和保证。运用SERVQUAL服务质量模型方法对民营医院医疗服务质量进行评价,帮助民营医院了解自身医疗服务质量状况,为进一步改进提供决策依据。因此研究民营医院医疗服务质量具有重要现实意义和理论意义。本文主要研究内容有:(1)研究运用按照IS09001:2015标准要求构建适合于我国民营医院医疗服务质量管理体系的方法;(2)判断运用IS09001:2015标准要求构建我国民营医院医疗服务质量管理体系的适应性;(3)探讨运用SERVQUAL服务质量模型评价我国民营医院感知医疗服务质量;(4)分析我国民营医院感知医疗服务质量影响因素;(5)初步制定适合我国民营医院感知医疗服务质量评价指标体系;(6)提供评价我国民营医院感知医疗服务质量有效的方法;(7)探讨民营医院发展特点、趋势和作用,把握民营医院发展规律;本文采用文献研究法、案例研究法、经验总结法和问卷调查法研究民营医院医疗服务质量。研究结果表明IS09001:2015标准要求适合我国民营医院医疗服务质量管理体系构建;SERVQUAL服务质量模型评价方法适合民营医院医疗服务质量评价;提出我国民营医院医疗服务质量评价9个维度,即有形性、便捷性、可靠性、经济性、响应性、移情性、保证性、尊重性和有效性;总结提出我国民营医院医疗服务质量管理评价指标体系应该从10个方面构建,即基础设施方面、医疗设备方面、就医环境方面、医德医风方面、医疗费用经济性方面、医护人员专业技能方面、医护人员服务态度方面、对患者尊重方面、医疗服务结果方面和医疗服务特色方面;我国民营医院医疗服务质量有很大提升空间。
[Abstract]:The quality of medical service is the foundation and core of the management of private hospitals, which is the basis of the survival of private hospitals, related to the vital interests of patients, and an important method to improve the competitiveness of private hospitals. It is an effective way to enhance patients' satisfaction. Is a key factor in promoting patient loyalty. According to IS09001:. The construction of medical service quality management system in private hospitals is the basis and guarantee to improve the quality of medical service in private hospitals. Using SERVQUAL Service quality Model method to improve Medical Service quality of Private Hospitals. The quality of service is evaluated. To help private hospitals understand the quality of their own medical services. Therefore, it is of great practical and theoretical significance to study the quality of medical service in private hospitals. This paper studies the method of constructing medical service quality management system suitable for private hospitals in our country according to the requirements of IS09001:2015 standard. (2) judging the adaptability of medical service quality management system of private hospitals in our country according to the requirement of IS09001:2015 standard; (3) to explore the application of SERVQUAL service quality model to evaluate the perceived medical service quality of private hospitals in China; (4) analyzing the influencing factors of perceived medical service quality in private hospitals in China; (5) to establish the evaluation index system of perceived medical service quality in private hospitals of our country; (6) to provide an effective method to evaluate the perceived medical service quality of private hospitals in China; (7) to probe into the characteristics, trends and functions of the development of private hospitals, and to grasp the law of development of private hospitals; This article adopts the literature research method, the case study method. The results show that IS09001:2015 standard is suitable for the construction of medical service quality management system in private hospitals in China. The evaluation method of SERVQUAL service quality model is suitable for the evaluation of medical service quality in private hospitals. This paper puts forward nine dimensions of medical service quality evaluation in private hospitals in China, that is, materiality, convenience, reliability, economy, responsiveness, empathy, assurance, respect and effectiveness. It is concluded that the evaluation index system of medical service quality management in private hospitals in China should be constructed from 10 aspects, that is, infrastructure, medical equipment, medical environment, and medical ethics. Medical cost economy, professional skills of medical staff, service attitude of medical staff, respect for patients, results of medical service and characteristics of medical service; There is great room for improvement in the quality of medical service in private hospitals in China.
【学位授予单位】：天津工业大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：R197.3

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