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目的:通过对上海市三级甲等与二级甲等医院门诊服务情况的比较,分析出两者之间服务质量水平的差异,并探求提高医院门诊服务质量的可行举措。方法:以服务质量维度为指标,分别对上海市3家三级甲等医院和1家二级甲等医院的门诊病人进行调查,取得医院服务质量的数据,并通过两种统计方法进行比较分析。结论:三级甲等与二级甲等医院的服务质量存在显著差异。建议与对策:加大力度,进一步提高医生的专业能力;进一步整合和改进就医手续和流程。
OBJECTIVE: To analyze the difference of service quality between the first-class and second-class hospitals in Shanghai and to find out the feasible measures to improve the quality of out-patient services in the hospital. Methods: Based on the service quality dimension, the outpatients in three Grade A and Grade A hospitals in Shanghai were surveyed to obtain the data on the quality of service in hospitals and the comparative analysis by two statistical methods . Conclusion: There is a significant difference in service quality between the first-class and second-class hospitals. Suggestions and Countermeasures: Increase efforts to further enhance the professional ability of doctors; further integrate and improve medical procedures and procedures.