中国农村卫生事业管理2026，Vol.46Issue(6)：392-396,5.DOI:10.19955/j.cnki.1005-5916.2026.06.003
单一县域医共体医疗服务能力研究
Research on Medical Service Capability of a Single County-level Medical Community Based on the SERVQUAL Model
王寅 1王颖宏 1楼晓昉 2杜烨萱 1吕忠3
作者信息
- 1. 温州医科大学医院管理发展研究院,浙江温州 325035
- 2. 温州医科大学附属东阳医院
- 3. 温州医科大学医院管理发展研究院,浙江温州 325035||温州医科大学附属东阳医院
- 折叠
摘要
Abstract
Objective To explore the operational effectiveness of a single medical consortium in enhan-cing the capacity of primary healthcare services.Methods Taking the Dongyang Medical Consortium as a case study,this research employed the case study method and utilized the SERVQUAL model of service quality to con-struct an evaluation system across five dimensions:tangibility,reliability,responsiveness,assurance,and empa-thy.This system was used to assess the impact of the single medical consortium's development on the capacity of primary healthcare services.Results In the dimension of tangibles,hardware facilities and information technolo-gy support have been significantly strengthened,achieving interconnectivity of county-level data.In the dimensions of reliability and assurance,through unified quality control and talent coordination,the incidence of medical safety adverse events decreased by 75％year-on-year,the rates of standardized management and control for hypertension and diabetes improved substantially,and the stability of the workforce was significantly enhanced.In the dimen-sion of responsiveness,emergency response times and waiting times for medical visits were noticeably shortened,and the efficiency of two-way referrals significantly improved.In the dimension of empathy,services for the con-venience and benefit of the public have been continuously optimized,raising public satisfaction from 77.5％prior to the reform to 95.1％.Conclusion The development of a single medical consortium markedly enhanced the ca-pacity of primary healthcare services,standardized the management of chronic diseases,and effectively improved the quality of chronic disease management.It provides empirical support and policy references for deepening medi-cal consortium reforms in terms of county-wide resource integration and homogenized development.关键词
单一医共体/基层医疗服务能力/SERVQUAL模型Key words
Single medical consortium/Primary healthcare service capacity/SERVQUAL model分类
医药卫生引用本文复制引用
王寅,王颖宏,楼晓昉,杜烨萱,吕忠..单一县域医共体医疗服务能力研究[J].中国农村卫生事业管理,2026,46(6):392-396,5.
