Study On Service Quality Of Family Doctor Chronic Disease Management Based On SERVQUAL Model

Objective: based on the SERVQUAL model and its related theory,constructs the family doctor slow disease management service quality evaluation scale,and according to the preliminary investigation and expert interview to adjust inventory and modify,test,reliability and validity of scale through the empirical research to understand Hefei community family doctor slow disease management service quality present situation,and according to the scale refining services to find service quality problems of specific services,and related influencing factors.Based on the results of the previous survey,the author puts forward some policy Suggestions to improve the quality of chronic disease management and service for family doctors.Methods: based on the analysis of a large number of literatures and SERVQUAL model,primary and secondary indexes were selected and adjusted to form the service quality assessment scale for chronic disease management of family doctors,and finally questionnaires were developed according to the scale.Cronbach's coefficient coefficient method was used in the reliability analysis to test the reliability of the scale.The validity analysis was mainly based on the structural validity analysis,and the validity of the scale was tested by factor analysis.Three community health service centers,wangjiang east road,sanli 'an and nanqili,were selected by random sampling method for on-site investigation.Epi Data3.0 software was used for input,and SPSS21 was used for statistical analysis.Analysis of variance(anova)was used to analyze the factors influencing the demographic characteristics of each dimension.T test was used to determine whether the quality of service difference between dimensions was statistically significant.Quadrant analysis was used to analyze the gap between theexpected value and the perceived value of 24 service items.Results: in the gap between patients' expectation and perception,according to the service quality gap formula Q=F-E(F is patients' perception value,E is patients' expectation value),the service quality gap Q>0 has only 5 service items,accounting for 20.83%.As many as 19 service items with Q<0,accounting for 79.17%;Among the differences between the expected value and the perceived value of each dimension,the service gap of each dimension was statistically significant(p<0.05),and the biggest gap was reliability(0.988).In the four-quadrant analysis,7 service items are in the first quadrant,accounting for 29.16%;Four services are in the second quadrant,accounting for 16,67%;Four service items are in the third quadrant,accounting for16.67%;Nine service items are located in the fourth quadrant,accounting for 37.50%.Conclusion: in the expectation and perception evaluation of each service item,the service quality gap exists in most of the service items,which affects the overall service quality.Patients' perception quality of most service items is not as expected.From the perspective of patients,the factors influencing the overall service quality of chronic disease management of family doctors are not individual,but exist in many aspects.In the expectation and perception evaluation of each dimension,patients have a high expectation for the chronic disease management of family doctors as a whole.In the case of good accessibility,patients have a greater demand for chronic disease management of community family doctors.The service projects of reliability mainly focus on the diagnosis and treatment of chronic diseases,involving the technical level of medical and health services of family doctors and the drug supply guarantee of institutions.Patients pay high attention to this,but lack such demands for the service projects of empathy.The biggest gap is reliability(-0.988),followed by continuity(-0.97),indicating that patients have a strong demand for services of chronic disease diagnosis and treatment and normalized services of chronic disease,but in the actualexperience,it is far from meeting individual needs and lacking sense of gain.And these two dimensions belong to the key factors that affect the overall quality of chronic disease services.The age,education level,economic income,occupation and course of chronic disease of the patients affect the evaluation of each dimension.In the four-quadrant analysis,nine service items that affect the quality of chronic disease service were identified.And from strengthening the construction of grassroots medical institutions slow disease software and hardware,improve the ability of family doctors medical and health services,expand service content,slow disease guarantee drug supplies at the grass-roots level,through various channels to strengthen the family doctor to slow disease health intervention to guide and improve the family doctor humanistic care consciousness and humanistic care ability puts forward five Suggestions to improve the quality of family doctor slow disease management services.