Study on the improvement of medical service quality in Beijing’s Tianqiao Community Health Service Centre

• Autorzy: He Qiong , Li Qixiao , Chen Jindong

Identyfikatory

DOI

10.2478/emj-2022-0031

• Języki publikacji: EN

Abstrakty

EN

Within the context of the COVID-19 pandemic, community-level medical institutions as health service centres have been gaining importance in the medical reform expansion. As prior research has not fully addressed how to index and evaluate the quality of medical service, this article proposes a framework based on the service quality gap theory and the three-faceted “structure–process–outcome” quality evaluation theory. The study took the medical services at Beijing’s Tianqiao Community Health Service Centre as an example to construct an index system for medical service quality evaluations. Data was collected from 211 people, and SPSS software was used for data processing and analysis. Due to the COVID-19 pandemic, patients without serious diseases tend to choose community hospitals to reduce their infection risk. As a result, they have growing requirements for clinics to have more departments and specialists. The studied community health service centre has encountered difficulties connected to low patient expectations, a poor medical environment, outdated hardware and equipment, and a low level of medical services. Some suggestions have been made to add specialised departments and consider the convenience of medical treatment for the elderly.

Słowa kluczowe

EN

community health service centre; quality improvement; service quality; SERVQUAL model

PL

społeczny ośrodek zdrowia; poprawa jakości; jakość usług; Servqual model

• Wydawca: Oficyna Wydawnicza Politechniki Białostockiej
• Czasopismo: Engineering Management in Production and Services
• Rocznik: 2022
• Tom: Vol. 14, no. 4
• Strony: 61--76
• Opis fizyczny: Bibliogr. 34 poz., tab., wykr.

Twórcy

autor

He Qiong

• Beijing Information Science and Technology University, China Laboratory of Big Data Decision making for Green Development, China

• https://orcid.org/0000-0002-2208-4896

autor

Li Qixiao

• Beijing Information Science and Technology University, China Laboratory of Big Data Decision making for Green Development, China

• https://orcid.org/0000-0003-4239-1321

autor

Chen Jindong

• Beijing Information Science and Technology University, China Laboratory of Big Data Decision making for Green Development, China

• https://orcid.org/0000-+0002-7841-9608

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Uwagi

Opracowanie rekordu ze środków MEiN, umowa nr SONP/SP/546092/2022 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2022-2023).