医疗务质量满意度CSI评价模型的实证研究基于上海嘉定区3家医院的数据毕业.doc

摘要 PAGE II 医疗服务质量满意度 医疗服务质量满意度CSI评价模型的实证研究--基于上海嘉定区3家医院的数据 二О一二年十二月 二0一二年十二月 摘要 顾客满意是评价医疗服务的指标，也是衡量一个医疗单位、一个地区甚至是一个国家医疗体系运作情况的重要内容。本文针对医疗服务、顾客满意、服务质量等概念进行文献综述，以“美国顾客满意度指数模型（ACSI）”为研究模型的依据，以上海市嘉定区三所医院门诊患者作为研究对象，进行满意度的调查与研究。 本文共分七章。第一章介绍了医疗服务过程中，患者满意度调查的研究背景与动机、研究目的与意义以及论文的章节结构。第二章为基本概念和基本理论的介绍。概念包括顾客满意、患者满意度、服务质量、服务流程等，理论包括公共产品、公共服务、新公共管理及满意度因果关系模型。第三、四章主要介绍了以“ACSI”为依据的患者满意度测量方法的设计。包括患者满意度测量指标的选择，患者满意度调查问卷的设计、调查方法、统计方法设计以及问卷信度和效度的测定。第五章以上海市嘉定区三所医院的门诊患者为研究对象，采用偶遇的方法，共获得有效调查问卷314份。对调查结果进行描述性统计分析和结构方程模型检验。第六章为针对模型结果的分析。第七章为结论与建议。结论：（1）患者满意度是评价医疗服务质量的常用指标之一；（2）随着医改“小病进社区”的政府导向，患者的就诊已经开始向社区卫生服务中心分流，患者更希望接受中西医结合的综合治疗；（3）自由选择医疗带来的医疗资源浪费和加重医疗拥挤的现象，值得重视；（4）简化服务手续和缩短患者在就诊中的等候时间，成为医院需要改进的问题之一；（5）医疗卫生收费增长过快引发“看病贵”，成为继等候时间过长的另一个主要矛盾，故降低医疗费用成为患者希望改进的问题；（6）强化服务意识，尤其应重视对患者投诉的管理和改进。 关键词：满意度，卫生服务，测量工具 Abstract ABSTRACT Customers’ satisfaction is an index of evaluating medical treatment services and is also a key element of judging the operation of a medical treatment system in a single medical institution, or in a district or even in a country. This thesis focuses on documentary descriptions of such terms as medical treatment services, customers’ satisfaction, service quality, etc. Based on American Customers’ Satisfaction Index (ACSI), the thesis author takes the outpatients of three hospitals in Shanghai Jia’ding District as subjects and conducts a series of investigations and analysis on their satisfaction. This thesis is divided into seven chapters. Included in the first chapter are relative background, research motivation and significance of the research on patients’ satisfaction and the thesis structure as well. In the second chapter, some basic concepts and theories are introduced. The basic concepts are mainly about customers’ satisfaction, patients’ satisfaction, service quality and service procedures. The basic theories are related to public products, public services, new public management and satisfaction models. The third and fourth chapter mainly intr