| 引用本文：陈润滋, 陈娟.社区卫生服务机构内部服务质量现况分析——基于北京市的调查[J].中国卫生政策研究,2015,8(1):43-46 |
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| 社区卫生服务机构内部服务质量现况分析——基于北京市的调查 |
| 投稿时间：2014-11-19 修订日期：2015-01-05 PDF全文浏览 HTML全文浏览 |
| 陈润滋, 陈娟 |
| 北京大学公共卫生学院 北京 100191 |
| 摘要:目的:了解北京市社区卫生服务机构内部服务质量,完善社区卫生服务管理机制。方法:采用SERVQUAL量表为理论基础编制的社区内部服务质量问卷,对北京市4个区县10个社区卫生服务中心及下属卫生站的699名卫生人员进行问卷调查。结果:北京市社区卫生服务机构内部服务存在质量差距,差距较大的几个维度是薪酬与福利、工作环境、工作认可度; 不同工作岗位的员工对内部服务质量的评价不同。 |
| 关键词:社区卫生 内部服务质量 满意度 |
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| Analysis on internal service quality of community health services in Beijing |
| CHEN Run-zi, CHEN Juan |
| School of Public Health, Peking University, Beijing 100191, China |
| Abstract:Objective: To survey the internal service quality of community health services in Beijing and improve community health service management. Methods: 699 health workers from 10 community health service centers of 4 counties in Beijing were surveyed through a self-designed questionnaire based on the SERVQUAL scale. Results: A quality gap persists in the internal service quality of community health services in Beijing; large inequalities existed in salaries, benefits, the working environment and job approval; workers from different positions had different evaluations towards internal service quality. |
| Key words:Community health Internal service quality Satisfaction |
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