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论文编号：	14994
作者编号：	2320223907
上传时间：	2024/12/9 11:04:26
中文题目：	H医院多院区医疗服务质量改进研究
英文题目：	Research on Improvement of Medical Service Quality in Multi-campuses of H Hospital
指导老师：	李季
中文关键字：	服务质量差距模型;服务质量评价模型;多院区;医疗服务质量
英文关键字：	Service Quality Gap Model;Service Quality Evaluation Model;Multi-Campuses;Medical Service Quality
中文摘要：	近年来，伴随着中国社会的发展，城市规模的扩大，人民越来越关注健康问题。同时，国家不断加大医疗改革的力度，尤其今年将我国的卫生健康重点工作目标定立为：深化公立医院改革，以患者为中心改善医疗服务质量。在国家医疗工作目标的引导下，公立医院将通过一院多区的发展模式，采用多院区一体化、同质化等现代医疗服务的改进策略，达到医疗服务质量的持续提升，满足广大人民对优质高效医疗服务的迫切需求，全面保障人民健康。 本文通过回顾相关文献，探索服务质量差距模型、服务质量评价模型的核心内容，使用定性和定量分析，来构建适用于H医院多院区的医疗服务质量评价量表。经过调查问卷分析，获得各服务维度差距值，发现H医院多院区医疗服务质量在有形性服务和可靠性服务的差值较大，函待改进。结合服务质量差距和多院区的发展特点，H医院对医疗服务质量的有形性和可靠性，制定改进策略。有形性服务的改进策略包括：多院区医疗服务流程的标准优化、信息建设的互融互通、有形展示的整合统一。可靠性服务的改进策略包括：多院区学科布局的差异化、人才发展的同质化、远程医疗的常态化。同时还制定出组织制度保障、人才战略保障、技术保障和文化保障。 通过调查研究与理论分析相结合的方法，本文得出H医院多院区医疗服务质量评价模型的理论成果，制定出多院区医疗服务质量有形性服务和可靠性服务的改进策略及实施保障，为国内多院区医院改进医疗服务质量提供参考借鉴。
英文摘要：	In recent years, with the development of Chinese society and the expansion of urban scale, health issues are increasingly concerned by our Chinese people. Meanwhile, our government continues to increase the intensity of medical reform, especially in this year, China's key health work target is to deepen the reform of public hospitals and improve the quality of medical service with patient-centered conception. Under the guidance of national medical work target, public hospitals will adopt the development model of one hospital & multi-campuses and the improvement strategies of modern medical service quality such as multi-campuses integration and homogenization to achieve continuous improvement of medical service quality, meet the urgent need of the people for high-quality and efficient medical services, and comprehensively protect people's health. Based on reviewing relevant literature, exploring the core content of service quality gap model and service quality evaluation model, adopting qualitative and quantitative analysis, this thesis conducts the medical service quality evaluation scale applicable to multi-campuses of H Hospital. By analyzing the questionnaire data, the difference value of service quality in each dimension is obtained. It is found that the difference value of medical service quality in multi-campuses of H Hospital is large in Tangibles and Reliability, which needed to be improved. Combining the service quality gap and the development characteristics of multi-campuses, H Hospital formulates the improvement strategy of medical service quality in Tangibles and Reliability. The improvement strategy in Tangibles includes: standard optimization of medical service process, mutual integration and communication of medical information construction, integration and unification of physical evidence in multi-campuses of H Hospital. The improvement strategy in Reliability includes: differentiation of discipline layout, homogenization of talent development and normalization of telemedicine in multi-campuses of H Hospital. Simultaneously, the implementation guarantee of organization system, talent strategy, technology and culture is formulated. By combining investigation research with theoretical analysis, this thesis obtains the theoretical results of service quality evaluation model, and formulates the improvement strategy and implementation guarantee of Tangibles and Reliability of the medical service quality in multi-campuses of H Hospital, and provides relevant references for domestic multi-campuses hospitals to improve the quality of medical service.
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