Evaluation Of Health Management Service Quality For Patients With Hypertension And/or Type 2 Diabetes In Community Based On PZB Model

Aim To evaluate the quality of health management in patients with hypertension and/or type 2 diabetes,using the revised PZB model(Service Quality Model);and then identify the factors that affect the quality of health management services.This study may provide a data for improving the health management level.Methods The participant met the following criteria:age was 35 years old and over;suffered from primary hypertension and/or type 2 diabetes;received health management services for more than one year.The self-designed questionnaires were used to investigate the social demographic information such as age,sex,occupation,illness,family income and so on.The service expectation and service perception survey were conducted by the revised SERVQAL model based on the PZB model.The quality of service and its influencing factors were evaluated and analyzed by t test,variance test,and quadrant method.Results:A total of 406 patients were enrolled in the study.The average score of the overall evaluation of service quality was negative(-0.19 ± 0.49).Only a tangible service quality score is positive in the first level indicators,the rest are negative.The service quality score for medical environment,health knowledge mission,trust and intervention effect in secondary indicators were positive,the rest were negative.There were statistically significant differences between service expectation and service perception among the eight indicators in secondary indicators,such as the medical environment,medical ethics,patients' special needs,individuality,applicability,comprehensive,active care,and convenience service(P<0.05).We analyzed the quality of service based on the different situations of the study participanats.The results showed that there was a statistical difference in service expectation among the participants with different numbers of children..Conclusion:The result of evaluation for health management service in the study showed that the community health service center infrastructure met the basic needs of patients.But there was still a gap in the medical ethics,consideration of special needs of patients,personalization,comprehensiveness,active care,convenience between patient's expectations and service perception.The number of children and education factors may influence the participants to evaluate the service quality of health management.