服务蓝图及过程能力指数在医院服务质量评价中的应用

摘要

目的：对医院内部服务质量进行量化测算，以便于医院实施服务质量的控制与管理。方法利用服务蓝图技术确定内部服务评价的主客体关联图。根据SERVQUAL服务质量评价量表，设计服务流程中各环节服务质量评价指标体系，通过专家赋权法给出各职能部门相对整体服务质量绩效重要性权重，并对各部门评价结果加权综合，借鉴工业产品质量控制中过程能力指数，提出医院服务过程能力指数的概念，从而得到服务部门过程能力指数。结果应用此方法对某大型三级甲等医院CT服务质量进行定量评价，得到CT业务服务过程能力值为3．6490分。结论用医院服务质量过程能力指数，动态、连续地监测内部服务质量变动情况，有利于医院服务质量的提升。%Objective To take measurements and calculate hospital service quality , so as to control and manage medical service quality .Methods The service blue-print technology was used to describe the relational graph of subject and object for interior service quality evaluation .And then some evaluation indicators and corre-sponding questionnaire are designed based on the SERVQUAL model to measure the quality of each interior posi -tion.With the weights of each department given by experts , the process capacity index for hospital service is given out by weighting the quality scores of each department .Results The process capacity index of a CT server in a large hospital is 3.6490.Conclusion Process capacity index of hospital can be used in increasing hospital service quality, and observing the dynamic trend of service quality .