论文总字数：24521字

摘 要

近几年来，我国高等教育实施重大改革，通过教育资源的优化和整合，办学规模不断扩大，大学生数量逐年上升。目前武汉理工大学在校人数超过50000人，武汉理工大学校医院的主要职责是为学校师生提供临床诊疗、康复、疾病预防和健康教育等服务，是师生身心健康的重要保障。本文以武汉理工大学校医院的服务质量为研究对象，研究目的是（1）明确武汉理工大学校医院医疗服务质量的不足和医疗卫生管理运行状况的缺陷；（2）分析影响武汉理工大学医疗服务质量的直接和间接因素。（3）探索优化武汉理工大学校医院医疗服务质量的策略。

本文共分四章，第一章是绪论。主要介绍本研究的背景、目的及意义；国内外相关文献；本研究的内容、方法和技术路线。第二章是武汉理工大学校医院医疗服务调查分析。简述武汉理工大学校医院基本情况和武汉理工大学校医院医疗服务质量现状，利用问卷调查了解大学生基本情况、健康生活行为、医疗服务需求、医疗保障情况、心理健康状况、心理卫生服务的认知与利用、高校心理健康教育开展状况以及大学生对武汉理工大学校医院医疗服务质量评价，找到武汉理工大学医疗服务质量的不足之处。第三章是武汉理工大学校医院医疗服务提升策略。围绕医疗服务质量，提出提高校医院医疗基础资源、优化就医流程、提高医务人员服务意识和加强监督管理等策略。第四章，结论与展望。提出研究的主要创新点，指出研究存在的局限并提出未来研究的方向。

本文基于医疗服务质量理论，结合武汉理工大学校医院医疗服务现状，建立了武汉理工大学校医院医疗服务需求和医疗服务质量的评价指标，通过比较分析发现武汉理工大学校医院的服务质量存在差距，依据这个差距总结了提升武汉理工大学校医院医疗服务质量的策略。

关键词：服务质量；医疗服务质量；校医院；武汉理工大学

Abstract

In recent years, China's higher education has carried out major reforms. The number of college students is increasing these years because of the optimization and integration of educational resources and the continuously expanding scale of universities. There are more than 5000 students in Wuhan University of Technology at present. The main responsibility of Wuhan University of Technology Hospital is to provide clinical diagnosis and treatment, rehabilitation, disease prevention and health education for teachers and students, which is an important guarantee of physical and mental health of teachers and students. This paper analyzes the service quality of Wuhan University of Technology Hospital. The purpose of this paper: (1) To make clear the insufficiency of the medical service quality and the defects in the operation of medical and health management of Wuhan University of Technology Hospital. (2) To analyze the direct and indirect factors that affect the quality of medical service of Wuhan University of Technology. (3) To explore the strategy of optimizing the medical service quality of Wuhan University of Technology Hospital.

The paper is divided into four chapters. Chapter 1: The relevant background, purpose and significance of the study, the relevant literature at home and abroad, the contents, methods and technical routes of the study. Chapter 2: Investigation and analysis the quality of medical service of Wuhan University of Technology Hospital. Briefly describe the basic situation and the current status of medical service quality of Wuhan University of Technology Hospital. Questionnaires are used to understand the basic situation, healthy life behavior, medical service needs, medical security, mental health status, the recognition and utilization of mental health services, the development of mental health education in university, and the students' understanding of Wuhan University of Technology Hospital. To find out the shortcomings of the medical service quality of Wuhan University of Technology Hospital by evaluating the medical service quality of the hospital. Chapter 3: Wuhan University of Technology Hospital medical service quality promotion strategy. Based on the quality of medical service, this paper puts forward the strategies of improving the basic medical resources, optimizing the medical process, improving the service awareness of medical staff and strengthening supervision and management. Chapter 4: The conclusion and prospect. Propose the main innovations of the study, point out the limitations of the study and propose the direction of future research.

Based on the theory of medical service quality and the current situation of medical service of Wuhan University of Technology Hospital, this paper establishes an evaluation index of medical service demand and quality of medical service of Wuhan University of Technology Hospital. Through comparative analysis, to found the deficiencies of the service quality of Wuhan University of Technology Hospital. To summarize the strategies to improve the medical service quality of Wuhan University of Technology Hospital according to the deficiencies.

Keywords: Service Quality; Medical Service Quality; University Hospital; Wuhan University of Technology

目 录

摘 要 I

Abstract II

第1章 绪论 1

1.1 研究目的及意义 1

1.1.1 研究目的 1

1.1.2 研究意义 1

1.2 国内外研究现状 2

1.2.1 国外研究现状 2

1.2.2 国内研究现状 3

1.3 研究内容与研究方法 4

1.3.1 研究内容 4

1.3.2 研究方法 5

第2章 武汉理工大学校医院服务质量调查分析 7

2.1 武汉理工大学校医院简介 7

2.1.1 武汉理工大学校医院基本情况 7

2.1.2 武汉理工大学校医院服务内容 7

2.2 武汉理工大学校医院服务需求调查 8

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