Research On Management And Evaluation Of Community Medical Service Quality

Community health service is a new health service mode to fit social development and deepen the reform of health system. Along with the extensive development of community health services, the all-round medical services have generally been carried out throughout the country. Nevertheless, there are still many problems in the management of medical care quality. For instance, rules and regulations are stagnant. The measurement and evaluation of medical care quality lacks standardized critera. Quality management system and evaluation system are waiting to be established and improved. Such problems more or less hinder the development of community health services. In this paper, the quality management theory, principles of economics , customer satisfaction theory, theory of ethics and behavioral science are synthetically adopted. The paper makes systematic research on the community medical service quality management and evaluation on the basis of the present status of the quality management of China's community medical services. It takes the method of combining theoretical analysis with practical investigations, qualitative analysis with quantitative analysis, under the premise of understanding the research purpose and significance and reviewing the literature in this field at home and abroad. This paper defines the quality of community medical service and elaborates the characteristics and contents of it. Based on the eight principles of modern quality management and commonweal, equity, efficiency and accessibility of community medical services, the paper tries to establish a mode analyzing features of community medical service quality management system. It proposes that nowadays China's community health service organizations should adopt " the quality management system mode of community medical service taking the process as the base ". The paper studies the quality management method and the evaluation systems practised in foreign community medical care services and then puts forward the experiences which we can draw lessons from. It discusses the theories and methods in the definition, weaknesses, options and construction of the community medical care service quality evaluation system. It tentatively examines the evaluation indexes of the community medical care service quality through on-the-spot investigations and experts' consultation. It puts forward the evaluation index system of the community medical care service quality that is suitable for our country at the present stage. Based on the general theory used in the evaluation of community medical care service quality, the paper studies the comprehensive evaluation method of community medical care service quality and customer satisfaction evaluation methods. It introduces the so-called SERVQUAL evaluation model to evaluate the community medical care service quality through an actual example for the first time. THe paper investigates the status of medical service quality management in some urban community medical care agencies and studies the applicability of using of qualitative and quantitative research methods in the quality management of community medical care agencies. Through the review of customer satisfaction index model pratised in Europe and America, the paper puts forward the simplified evaluation model of customer satisfaction index for China's community medical care services. Combining the basic principles and related research on community medical service quality management, the paper puts forward some policy proposals, measures and methods for community health agencies to improve their service quality. Finally, it summarizes the research conclusions, and presents the outlook of the related problem in the future.