Development Of Medical Institutions In The Service Quality Evaluation Scale

Due to the products and services with different physical product quality characteristics,long-term since quality management theory and method of management cannot directly applied to study the quality of service, service quality management theory and method of management research,and other relative lag,the medical service industry is a resource monopoly with welfare qualitative special profession,a medical institution long has certain industries,it makes sense to be part of the medical staff job accurate positioning,long-term since only attention to improve the quality of medical technology and ignore the improvement of medical service quality.With the continuous improvement of living standards,the quality consciousness has been increasingly popular,together with the rise of private hospitals,public health institutions that are beginning to realize that the management of medical service quality management and the importance of urgency.This thesis aims to use the service quality evaluation methods and management,statistics,and so on,with the knowledge of the medical field in the medical profession characteristic particularity,as the starting point and research,and combining with the service quality evaluation field mature evaluation tools and evaluation method,suitable for China's national conditions and the characteristics of medical service quality assessment scale medical services for quantitative evaluation of medical service quality to provide scientific tools to improve service quality, provide quantitative basis.This study USES include documentation,depth interview,questionnaire and statistics methods of research method of medical institution of service quality assessment scale development and evaluation.Through reading literature and related books,a preliminary understanding and mastering service quality and the present research situation of medical service quality,and further study and analysis of existing medical service quality evaluation tools and methods of medical institution,the complementarity,service quality scale framework and carries on the preliminary entries.Through investigation and expert consultation,group discussion,psychology expert consultation service of medical institution of preliminary scale frame,content,language form adjustment,advance research scale.Using the random sampling method extracting Beijing 1 medical institutions,this study using inpatients medical institution initially formed a questionnaire investigation and service quality,will advance investigation data analysis,to scale of the reliability and validity of the measurement.Measuring results show that this questionnaire has good reliability and validity,and at the same time,according to preliminary scale of advance research results of assessment scale,and summarizes the research modify experience,a medical institution again extraction second investigation,further to scale the reliability and validity evaluation.In hospitalized patients were service quality research,and make use of our institute of patients, including the perception of questionnaire and fill in the questionnaire and degree of difficulty,and the results were analyzed.Using kronor Bach reliability coefficient and the correlation coefficient of statistical index to scale the reliability and validity evaluation,evaluation results prove that this study good reliability and validity.Through the perception of patients with complete scale interview,this research conclusion of medical institutions can better quality of service scale reaction of medical institutions and in service quality in process and language expression can be patient,etc.Finally,according to the research results of the problem,this scale of the entries and options have been modified form,the final scale.