基于服务质量差距模型改进医疗护理服务质量

摘要

基于服务质量差距模型理论,分析了在医疗护理服务质量中差距产生的原因.就弥合这些差距,从了解患者实际期望、制订合理服务标准、强化服务质量水平、规范服务营销行为4个方面提出了建议,旨在通过重视需求、尊重患者、有效沟通、合理营销改进医疗护理质量,使医院提高服务质量更具针对性、科学性和有效性.%Based on service quality gap model theory, the causes of gap in medical and nursing service quality were analyzed. To bridge these gap, suggestions were proposed from four aspects of understanding patients'actual expectations, developing reasonable service standards, improving service quality levels,and specifying service marketing behaviors which aimed at improving medical and nursing quality by emphasizing demands, respecting patients, effective communication, and reasonable marketing,so as to make the efforts of service quality improvement more purposeful,scientific and effective.