疫情常态化下上海市家庭医生服务质量评价研究

Research on the Service Quality Evaluation of Family Doctors in Shanghai under the Nor-malization of the Epidemic

摘要: 目的：了解疫情常态化下上海市家庭医生服务质量，分析存在问题，提出对策建议。方法：基于SERVQUAL模型构建服务质量评价指标体系，对上海市三区9个街道的常住居民进行问卷调查，并对数据进行统计分析。结果：疫情常态化下上海市家庭医生服务质量综合评分为3.40，其中可靠性、保证性、有形性、经济性、响应性、移情性6个维度评分分别为4.881、3.406、3.357、2.616、2.517、1.716。结论：疫情常态化下上海市家庭医生服务质量一般，需要加强人才队伍建设，提升家庭医生公共卫生服务能力，推动医疗资源下沉基层，支持医保签约服务付费。

Abstract: Objective: To understand the service quality of family doctors in Shanghai under the normalization of the epidemic situation, analyze the existing problems, and put forward countermeasures and suggestions. Methods: A service quality evaluation index system was constructed based on the SERVQUAL model, and a questionnaire survey was conducted on the permanent residents of 9 streets in the three districts of Shanghai, and the data were statistically analyzed. Results: Under the normalization of the epidemic, the comprehensive score of Shanghai family doctor service qual-ity was 3.40, and the scores of the six dimensions of reliability, assurance, tangibility, economy, re-sponsiveness, and empathy were 4.881, 3.406, 3.357, 2.616, 2.517 and 1.716. Conclusion: Under the normalization of the epidemic, the service quality of family doctors in Shanghai is average. It is necessary to strengthen the construction of talent team, improve the public health service ability of family doctors, promote the sinking of medical resources to the grassroots level, and support the payment of medical insurance contract services.