摘要
摘要
民营医院作为我国医疗服务主体在社会中扮演着重要角色，在提供基本医疗
服务、诊疗危急重症及疑难杂症、培养优秀卫生人才等方面发挥着不可替代的作
用。党的十九届四中全会也明确提出提高医疗服务，加快现代医院管理制度改革。
为实现这一目标，协调好医院医疗资源的有限性与患者医疗需求的无限性之间的
矛盾，更好地应对当前民营医院迅速崛起的竞争压力和发展动力。民营医院采取
合同聘用的管理形式，从院长到员工都要发挥出最大潜能和调配好人员安排从而
达到最佳的社会效益。民营医院具有很大的灵活性，主要体现在满足病人需求上，
可以根据病人需求来调整医院的服务项目和相关收费，提高病人对医院服务质量
和服务价格的满意度。因此，如何进一步加强医疗服务管理，提高医院服务质量，
不仅是医疗改革不可或缺的一部分，更是医院提高经济效益的必要手段。
文章以服务质量评价理论为指导，以HD医院为研究对象，在对医院提升患者
满意度相关研究成果进行评述的基础上，运用文献研究法、问卷调查法与案例研
究法，对HD医院服务质量存在的问题进行研究，提出适合HD医院具体情况的服务
质量提升对策建议。研究发现：HD医院存在医疗设备设施紧张、服务流程不够规
范、服务态度有待提高、医德医风存在不足、医疗技术个别偏低、医疗费用部分
偏高等问题。针对这些问题，本文从改善医疗环境、优化服务流程、改进服务态
度、加强医德医风、提升医疗技术和降低医疗费用等方面提出了具体建议。本研
究对于HD医院提升服务质量和提高患者满意度等具有重要意义；同时，对于其他
大型医院以及企业的服务质量提升也具有参考价值。
关键词：HD医院；患者满意度；服务质量；医疗服务
论文类型：应用研究
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ABSTRACT
ABSTRACT
As the main body of medical services in our country, private hospitals play an
important role in society, and play an irreplaceable role in providing basic medical
services, diagnosing and treating critical and intractable diseases, and cultivating
outstanding health professionals. The Fourth Plenary Session of the 19th Central
Committee of the Communist Party of China also clearly proposed to improve medical
services and accelerate the reform of the modern hospital management system. In
order to achieve this goal, it is necessary to coordinate the contradiction between the
limited medical resources of hospitals and the infinite medical needs of patients, and to
better deal with the current competitive pressure and development momentum of the
rapid rise of private hospitals. Private hospitals implement corporate management,
from the dean to the staff all under the employment contract system, from the
management system to ensure the rationalization of staffing, the maximum potential,
and the optimization of social benefits. Private hospitals can adjust service items and
service prices in a timely manner according to the needs of patients and changes in the
medical market, so that patients can receive better services and more benefits.
Therefore, how to further strengthen medical service management and improve
hospital service quality is not only an indispensable part of medical reform, but also a
necessary means for hospitals to enhance their core competitiveness and improve
economic efficiency.
The article is guided by the theory of service quality evaluation, with HD
hospitals as the research object, and on the basis of reviewing the hospital’s research
results related to improving patient satisfaction, using literature research methods,
questionnaire surveys and case studies to assess the service quality of HD hospitals
Research the existing problems and put forward suggestions for improving service
quality suitable for the specific conditions of HD hospitals. The study found that HD
hospitals have problems such as tight medical facilities, insufficient service procedures,
service attitudes to be improved, insufficient medical ethics, low medical technology,
and high medical expenses. In response to these problems, this article puts forward
specific suggestions in terms of improving the medical environment, optimizing
service processes, improving service attitudes, strengthening medical ethics, improving
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ABSTRACT
medical technology, and reducing medical costs. This research is of great significance
for HD hospitals to improve service quality and improve patient satisfaction. At the
same time, it also has reference value for the improvement of service quality of other
large hospitals and enterprises.
KEY WORDS: HD Hospital; Patient satisfaction; Service quality; Medical service
Dissertation type: Applied research
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