基于患者感知的公立医院服务质量内部治理体系研究
Research on the Internal Governance System of Public Hospital Service Quality Based on Patient Perception
肖燕 1尚志君2
作者信息
- 1. 常州市妇幼保健院院部,江苏常州 213000
- 2. 常州市妇幼保健院办公室,江苏常州 213000
- 折叠
摘要
本文以某市妇幼保健院为例,以医疗服务质量理论、患者满意度相关理论、核心能力理论为理论基础,深挖公立医院服务质量内部管理因素,找出医院在患者感知服务质量管理方面存在的问题、症结及影响因素.再从医院顶层设计的高度提出系统化的措施建议,形成立体化的患者感知服务质量内部治理体系.
Abstract
This article takes a maternal and child health hospital in a city as an example,using medical service qual-ity theory,patient satisfaction related theory,and core competency theory as theoretical basis to deeply explore the in-ternal management factors of public hospital service quality,to find out the problems,crux and influencing factors in the hospital's management of patient-perceived service quality.Then,systematic measures and suggestions are put forward from the top-level design of the hospital to form a three-dimensional internal governance system for patient-perceived service quality.
关键词
公立医院/医疗卫生服务质量/患者感知/治理体系/高质量发展Key words
Public hospital/Quality medical and health services/Patient perception/Governance system/High-quality development引用本文复制引用
基金项目
常州市科协软科学研究课题(2022)(CZKX2022019)
出版年
2024
NETL
NSTL
万方数据