Objective Based on the perception of residents,evaluating the quality of current family doctor contract services systematically,identifying the key factors affecting service quality,revealing the shortcomings in service implementation,and providing a basis for policy formulation and service improvement.Methods A multi-stage sampling method was used to select 4 536 residents from primary medical and health institutions in Tianjin as the study subjects.A questionnaire was conducted to investigate the study subjects,and the service quality gap model was used to analyze the expectations and perception gaps for various service quality indicators in residents.The quality function deployment model was used to transform the needs of residents into specific service quality improvement measures,and the priority of each measure was calculated.Results The main needs of residents for family doctor contract services included"the family doctor can manage hypertension patients in a standardized manner"and"the family doctor will advise your family to pay attention to health issues"and other 10 items.Based on the quality function deployment model,13 priority improvement measures were proposed,including building a learning platform,multi-department coordination,and information system construction.Conclusion It is suggested that efforts should be made at the three levels of the government,institution,team,and member to systematically improve the quality of family doctor contract services.
关键词
家庭医生签约服务/感知质量/服务质量差距模型/质量功能展开模型
Key words
family doctor contract services/perceived quality/service gap model/quality function deployment model
万方数据