Measurement of outpatients' views of service quality in a Finnish university hospital
Measurement of outpatients' views of service quality in a Finnish university hospital
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DOI：
10.1046/j.1365-2648.2002.02146.x
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发表时间：
2002-04-01
影响因子：
3.8
通讯作者：
Laippala, P
中科院分区：
文献类型：
--
作者：
Hiidenhovi, H;Nojonen, K;Laippala, P
研究目的。描述某大学医院外科和内科门诊部服务质量的发展。理由。服务质量的测量和记录以及利用这些数据作为改进的基础是服务改进的前提和方法。一项为期 3 周的调查，使用包含 12 项的问卷来衡量服务质量，评分范围为 4 到 10（极差 - 质量极好）。芬兰某大学医院的19个门诊部参与了调查，1997年至1999年间，7679名自愿到门诊部就诊的患者完成了问卷调查。结果。该调查问卷以前没有在使用中描述过，但事实证明是一个很好的工具，可以系统地获取患者对门诊部门服务质量的反馈。该仪器可以从患者的角度检测大型组织提供的服务的优势和长期趋势。尽管该工具是建立在有关患者评价最差的问题的基础上的，但患者的评价主要是良好的，并且结果逐年改善。最差的评分与获取信息和遵守预约时间有关。结论。服务质量工具提供了一种生成信息以用于门诊部门服务质量改进的方法。
Aims of the study. To describe the development of service quality in the surgical and medical outpatient departments of a university hospital.Rationale. Measurement and documentation of service quality and the use of these data as a basis for improvement are prerequisites for service improvement.Methods. A survey conducted over a 3-week period using a 12-item questionnaire measuring service quality on a rating scale from 4 to 10 (extremely poor - excellent quality.). Nineteen outpatient departments participated at a Finnish university hospital, 7679 voluntary patients visiting the outpatient departments between 1997 and 1999 completed the questionnaires.Results. The questionnaire, which has not been described in use previously, proved to be a good tool enabling systematic access to patient feedback on service quality in outpatient departments. The instrument allowed the detection of strengths of the service provided by a large organization and long-term trends from patients' perspective. Patient evaluations were mainly good and the results improved year by year, although the instrument was built on questions concerning issues that were rated poorest by patients. The poorest ratings were related to access to information and adherence to appointment times.Conclusions. The service quality instrument offers a means to generate information to be used for service quality improvement in outpatient departments.