A Study Of The Status And Countermeasures Of Health Management Services In Public Hospital In Hangzhou

Objective:This thesis attempted to investigate the service status of 6 health management service of 6 public hospitals in Hangzhou. From supply-side perspective and demand-side perspective, it gave analysis and evaluation about health management services that provided by these health management centers. Based on these studies, the thesis put forward some strategies and measures for health management certers of public hospitals. It supplied evidences about how to carry out health management services for public hospitals that had same development level, and giving some references to the government for their health management policy making.Methods:The questionnaire was designed basing on lots of reading and focus group discussion. The project was carried out by using "The questionnaire for health management centers of public hospital in Hangzhou". This study took typical investigation method, researching basic information of each health management centers, such as its staff, belongings and services. Using "The questionnaire for customers about the utilization/demand/satisfaction of health management service", the project was researched 660 customers who has received health management service. It used Epidata 3.1 to input the survey data, using SPSS 19.0 for statistical analysis data.Results:According to investigation of supply-side, personnel allocation, department settings and device configurations in these health management centers of public hospitals were greet different. Physical examination projects were well-provided, but these health management centers still had some deficiencies in their service-supply such as preliminary questionnaire, psychological measurement and some after-inspection health management services. Service volume and turnover in these health management centers were uneven. And these health management centers not had unified the rules and regulations of management.According to investigation of demand-side, Customer-utilization of some services was yet in a low level(less than 50%), such as preliminary questionnaire, psychological measurement and some after-inspection health management services. Customers often choosing public hospitals to take health check, and their favorite type were public hospital. Customers had higher demand in many kinds of health management services. There were statistical differences in various projects for respondents who had different demographic characteristics. Overall satisfaction of customers is in the "satisfaction" level. The top three in all dimensions were medical staff attitude, consulting staff attitude and clean environment. The last three were inspection waiting time, registration waiting time and service charge. It was statistics significance at overall satisfaction in respondents who have different gender, age, occupation and other factors.Conclusion:For the public hospitals in Hangzhou, their health management center yet had more functions of health management rather than only supplying physical examinations. It responded to the growing health management requirements, but their service-offering and management methods needing to be improved.The health management centers which were investigated still had some deficiencies in their services.These centers were in different service levels. Customer-utilization of some health management services yet in low level, the conditions didn’t conform with high needs of consumers. Combining with customers’ satisfaction survey results, it showed health management services of public hospitals having a large development space.Government departments and public medical institutions ought to perfect health management service policy as soon as possible. These health management organizations ought to promote relevant service institution, improving the quality of services, speeding up the training of high-quality personnel and promoting medical staff service skills.