| 摘要: |
| 对上海市公立医院门诊医疗服务质量进行了观察性调查。结果显示，观察员对上海市公立医院门诊医疗服务质量的总体评价较高，但部分项目较病人评价低。研究表明，经培训的观察员更容易发现公立医院门诊服务质量存在的关键问题，且观察性调查有助于消除病人个体特征和期望对门诊服务质量评价的影响。 |
| 关键词: 公立医院 门诊 服务质量 观察 |
| DOI： |
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| 基金项目: |
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| An Observational Survey on the Quality of Outpatient Care Services in Public Hospitals of Shanghai |
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| Abstract: |
| An observational survey on the quality of outpatient care services in public hospitals of Shanghai was conducted. This study founds that the overall quality of outpatient care services of public hospital in Shanghai was highly evaluated by the observers, but some items in the scales were scored lower by the observers than by the outpatients. This study found that the trained observers could be more easy to find the critical problems in outpatient services in public hospitals. In addition, the study showed that the observational survey on the quality of outpatient care could be help to eliminate the influence of patient characteristics and patients’ expectation on outpatient service quality. |
| Key words: public hospital,outpatient,service quality,observation |
