Research On Evaluation And Improvement Of Service Efficiency Of Medical Organizations In China

The problem of medical system reform of China have been through 30 years. From the initial that using the economic means to manage health causes to the implementation of the new medical reform in 2009, the medical industry had made a significant breakthrough with the rapid growth of government health spending. Meanwhile, the problem "see a doctor expensive, difficult to see a doctor"has not been substantive solved. For specific performance, after the new medical reform, the medical services in all aspects have greatly improved, but there are still such a phenomenon that large hospitals are overcrowded and deserted the small hospitals, which results in a part of the patient’s medical needs being difficult to be transformed into the medical needs. The key to solve this problem not only need to adjust and reform the medical supply, but also need to make effective intervention to the medical needs.The paper has analyzed the effectiveness of China’s medical organizations from two perspectives of government and patients based on the Douglas production function and perceived service quality theory with the efficiency study of medical organizations at home and abroad. From the government point of view, this paper selects funds, paramedics as the two input indicators and beds, medical institutions number of the insured as the three output indicators. Meanwhile, we use the DEA model of medical organization input-output efficiency and make an scientific empirical test. From the patient’s point of view, we use the weighted performance perceived service quality model (SERVPERF model) directly appraise and analyze the service quality of medical organization. The purpose of this paper is to evaluate the effectiveness of medical organization through the system of medical organizations’ pure technical efficiency, the scale efficiency, technical efficiency, patients perceived service quality and provide targeted management advice for the medical organization.First of all, this paper defines the connotation of efficiency, service, service efficiency and patient’s perceived service quality based on the definition of efficiency in economics. Government perspective:sort out the relevant research results at home and abroad from three aspects of government medical expenditure efficiency evaluation indicators, evaluation methods and influencing factors of the system. Patient perspective: sort out the relevant research results at home and abroad from three aspects of the patient perceived quality model, patient perceived service quality evaluation method, patient perceived service quality dimensions of the system. The perceived service quality of the patients was mainly from five potential variables, including the tangible, reliability, responsiveness, assurance and empathy, and each potential variable also included two levels of indicators.Secondly, the paper designs the index system and evaluation system to measure the output efficiency of medical organization from the perspective of government. Among them, this paper takes the capital investment, medical staff input as the capital and labor input of Douglas production function to evaluate the efficiency of the medical organization; takes the beds, and the number of medical institutions representing hospital received patients to evaluate its efficiency from the direct outputs of the medical organization; takes the number of insured as the health service range to indirectly evaluate the input-output efficiency of the medical organization. The paper measures the pure technical efficiency and scale efficiency, Malmquist productivity index analysis of medical organization’s input-output and select China’s 30 provinces 13 years of input and output data from 2001 to 2013 as the sample, using descriptive statistical analysis and data envelopment analysis (DEA) method to calculate the value of the technical efficiency, pure technical efficiency value and scale efficiency value of China’s medical organization capital expenditure.Then, this paper adopted the weighted SERVPERF evaluation model to measure the efficiency of medical organization and the index selected from foreign mature scale. We mainly selected tangible, reliability, responsiveness, assurance, empathy five potential variables to measure the perceived service quality of patients.The empirical results show that:from the point of view of government, the investment and output of medical organization is increasing, so is the scale effect. Medical organization is effective; from the perspective of patients, patients’perceived service quality is not high, which indicates that the level of medical service quality is still a lot of room for improvement and the overall performance of medical organizations is low.Finally, based on the above theoretical analysis and empirical test results, this paper analyzes the causes of resulting in the differences of the effectiveness of government and the patients with double perspective evaluation of medical organization. It puts forward the relevant management suggestions to enhance the efficiency of medical service organization in order to make a difference on health care reform organization structure, reasonable norms of medical organization, and establishing a national satisfaction with medical and health institutions.