Youssef F N, Nel D, Bovaird T
Robert Jones and Agnes Hunt Orthopaedic Hospital, Oswestry, UK.
Int J Health Care Qual Assur. 1996;9(1):15-28. doi: 10.1108/09526869610109125.
Hospitals provide the same type of service, but they do not all provide the same quality of service. No one knows this better than patients. Reports the results of a market research exercise initiated to ascertain the different factors which patients of health care identify as being necessary to provide error-free service quality in the NHS hospitals. To measure patients' satisfaction with NHS hospitals, the internationally-used market research technique called SERVQUAL was used in order to measure patients' expectations before admission, record their perceptions after discharge from the hospital, and then to close the gap between them. This technique compares expectations with perceptions of service received across five broad dimensions of service quality, namely: tangibility; reliability; responsiveness; assurance; and empathy. This analysis covered 174 patients who had completed the SERVQUAL questionnaire, including patients who had had treatment in surgical, orthopaedic, spinal injury, medicinal, dental and other specialties in the West Midlands region. Recorded the average weighted NHS service quality score overall for the five dimensions as significantly negative.
医院提供相同类型的服务，但它们提供的服务质量并非都一样。没有人比患者更清楚这一点。报告了一项市场调研活动的结果，该调研旨在确定医疗保健患者认为在国民保健服务（NHS）医院提供无差错服务质量所需的不同因素。为了衡量患者对NHS医院的满意度，使用了国际上常用的名为SERVQUAL的市场调研技术，以衡量患者入院前的期望，记录他们出院后的感受，然后缩小两者之间的差距。该技术在服务质量的五个广泛维度上比较期望与所接受服务的感受，即：有形性；可靠性；响应性；保证性；和同理心。该分析涵盖了174名完成SERVQUAL问卷的患者，包括在西米德兰兹地区接受过外科、骨科、脊髓损伤、药物、牙科和其他专科治疗的患者。记录了五个维度的NHS服务质量总体平均加权得分显著为负。
