摘要
目的了解我国医疗保险经办机构服务质量现状,为对策制定提供参考。方法电话访谈留有联系方式的参保人100位,成功访谈42位;医保分局服务大厅实地发放调查问卷300份,回收有效问卷205份。对收集的数据进行描述性统计分析、单因素方差分析及回归分析。结果服务态度、服务环境及办理流程是影响医保经办机构服务质量的重要因素,其中办理流程是瓶颈所在。结论医保经办机构一方面应简化现有服务流程;另一方面应增加工作人员数量,提升服务能力。
Objective To understand the status of service quality of medical insurance agencies in China, and to provide ev- idence for countermeasures development. Method Telephone interview was performed from 100 insured persons with the success- ful interview of 42. Total 300 questionnaires were distributed in service hall of health insurance branch with 205 valid question- naires. Descriptive statistical analysis, single factor analysis of variance and regression analysis was used for analysis. Result The service attitude, service environment and flow process was the important factor affecting the service quality of medical agen- cies, and the process was the bottleneck. Conclusion Medical agencies should simplify the existing process of service delivery; meanwhile, should increase the number of staff to enhance service capabilities.
出处
《中国卫生质量管理》
2012年第5期59-62,共4页
Chinese Health Quality Management
关键词
医疗保险经办机构
服务质量
研究
Heahh Insurance Agencies
Quality of Service
Study
