SERVQUAL МЕТОДИКА КАК ИНСТРУМЕНТ ДЛЯ ПОВЫШЕНИЯ КАЧЕСТВА МЕДИЦИНСКИХ УСЛУГ
Ключевые слова:
служба контроля качества; SERVQUAL; СК метод; управление в государственных учреждениях системы здравоохранения; повышение качества услуги;Аннотация
Методика SERVQUAL представляет собой один из наиболее распространенных инструментов для оценки качества услуг. В контексте медицинских услуг эта методика позволяет выявить разрыв между ожиданиями пациентов и фактическим уровнем предоставляемых услуг. Применение методики SERVQUAL в медицинских учреждениях позволяет не только оценивать текущий уровень качества услуг, но и выявлять области для улучшения. Регулярные опросы пациентов на основе данной методики помогают управлению здравоохранения адаптировать свои услуги к потребностям пациентов, так, как влияет на повышения чувства удовлетворенности и верности пациентов. По этой методики, метод SERVQUAL является продуктивным орудием для улучшения качества лечения пациентов, позволяя организациям здравоохранения систематически анализировать и улучшать свои процессы на основе реальных отзывов и ожиданий пациентов.
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