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目的:探索Servqual法在社区卫生服务质量评价中的应用,为社区卫生服务的质量改进提出建议。方法:设计社区卫生服务Servqual量表,在北京市10家社区卫生服务机构进行实证性研究。结果:社区卫生服务质量各条目评分均为负值,评分较低的条目包括医疗仪器设备和专业技术水平,服务利用者对社区卫生服务质量的感知与期望间有较大差距。结论:Servqual评价法能较好地反映服务利用者对社区卫生服务质量的评价,可用于发现社区卫生服务工作的薄弱环节。
Objective: To explore the application of Servqual method in the evaluation of community health service quality and to make recommendations for the quality improvement of community health service. Methods: To design the community health service Servqual scale, and conduct empirical research in 10 community health service agencies in Beijing. Results: The scores of community health service quality were all negative. The items with lower scores included medical equipment and professional skills, and there was a big gap between perceived and expected service quality of community health service users. Conclusion: Servqual evaluation method can better reflect the service users’ evaluation of community health service quality, and can be used to find out the weak links of community health service.