本文關鍵詞：民營醫(yī)院醫(yī)療服務質量管理研究　出處：《天津工業(yè)大學》2017年碩士論文　論文類型：學位論文

  更多相關文章： 民營醫(yī)院 醫(yī)療服務質量 ISO9001 SERVQUAL 質量管理體系

【摘要】：醫(yī)療服務質量是民營醫(yī)院賴以生存的根本,是民營醫(yī)院管理的基礎和核心,關系到患者的切身利益,是提高民營醫(yī)院競爭力的重要方法,是增強患者滿意度的有效途徑,是促進患者忠誠度的關鍵因素。按照IS09001:2015標準要求構建民營醫(yī)院醫(yī)療服務質量管理體系是提高民營醫(yī)院醫(yī)療服務質量的基礎和保證。運用SERVQUAL服務質量模型方法對民營醫(yī)院醫(yī)療服務質量進行評價,幫助民營醫(yī)院了解自身醫(yī)療服務質量狀況,為進一步改進提供決策依據(jù)。因此研究民營醫(yī)院醫(yī)療服務質量具有重要現(xiàn)實意義和理論意義。本文主要研究內容有:(1)研究運用按照IS09001:2015標準要求構建適合于我國民營醫(yī)院醫(yī)療服務質量管理體系的方法;(2)判斷運用IS09001:2015標準要求構建我國民營醫(yī)院醫(yī)療服務質量管理體系的適應性;(3)探討運用SERVQUAL服務質量模型評價我國民營醫(yī)院感知醫(yī)療服務質量;(4)分析我國民營醫(yī)院感知醫(yī)療服務質量影響因素;(5)初步制定適合我國民營醫(yī)院感知醫(yī)療服務質量評價指標體系;(6)提供評價我國民營醫(yī)院感知醫(yī)療服務質量有效的方法;(7)探討民營醫(yī)院發(fā)展特點、趨勢和作用,把握民營醫(yī)院發(fā)展規(guī)律;本文采用文獻研究法、案例研究法、經(jīng)驗總結法和問卷調查法研究民營醫(yī)院醫(yī)療服務質量。研究結果表明IS09001:2015標準要求適合我國民營醫(yī)院醫(yī)療服務質量管理體系構建;SERVQUAL服務質量模型評價方法適合民營醫(yī)院醫(yī)療服務質量評價;提出我國民營醫(yī)院醫(yī)療服務質量評價9個維度,即有形性、便捷性、可靠性、經(jīng)濟性、響應性、移情性、保證性、尊重性和有效性;總結提出我國民營醫(yī)院醫(yī)療服務質量管理評價指標體系應該從10個方面構建,即基礎設施方面、醫(yī)療設備方面、就醫(yī)環(huán)境方面、醫(yī)德醫(yī)風方面、醫(yī)療費用經(jīng)濟性方面、醫(yī)護人員專業(yè)技能方面、醫(yī)護人員服務態(tài)度方面、對患者尊重方面、醫(yī)療服務結果方面和醫(yī)療服務特色方面;我國民營醫(yī)院醫(yī)療服務質量有很大提升空間。
[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.
【學位授予單位】：天津工業(yè)大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：R197.3

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