Abstract:Objective To explore the medical experience of outpatients’ in general hospital based on service quality (SERVQUAL) model. Methods From October to November 2020, outpatients, in general hospital were selected and the revised SERVQUAL model was used to develop the SERVQUAL questionnaire for outpatient service. A total of 70 questionnaires were distributed in the medical and surgical areas of general hospital, respectively; 35 questionnaires were distributed in obstetrics and gynaecology, and paediatric clinics areas, respectively, a total of 210 questionnaires were distributed, and the recovered effective scales were analyzed. Results In this study, 207 questionnaires were actually collected, among which 204 questionnaires were valid, with an effective recovery rate of 98.55%. Of the 204 outpatients surveyed, 64 were the first to visit general hospital, and 140 chose to visit general hospital because of high technical level. The expected scores of six dimensions of the SERVQUAL questionnaire for outpatients were all higher than the actual medical experience scores, and the expected scores of 20 items under six dimensions were all higher than the actual medical experience scores, and the differences were statistically significant (P < 0.05). Conclusion There is a gap between outpatient experience and expected service quality in general hospital, which affects patients’ medical experience and should be paid attention to in future work.
鲍娟 沙蕊 梅光亮 姚云. 基于服务质量模型的综合医院门诊患者就医体验调查与分析[J]. 中国医药导报, 2022, 19(29): 69-72.
BAO Juan SHA Rui MEI Guangliang YAO Yun. Investigation and analysis of outpatients’ medical experience in general hospital based on service quality model. 中国医药导报, 2022, 19(29): 69-72.