Research On Performance Evaluation Of Urban Public Hospitals Based On Patient Experience

Objectives:The process of hospital performance evaluation in our country is becoming more and more scientific and standardized,and the content of assessment is from the initial focus on economic indicators and the development of the hospital gradually into pay attention to the quality of medical services and patients response.But so far,a comprehensive,scientific and unified hospital performance evaluation index has not been formed.The purpose of this study was to evaluate the urban public hospitals’ performance from the perspective of patients using the self-developed scale,to explore the factors that influence the hospital performance evaluation,and to analyze the application significance of the scale from an empirical point of view.At the same time,through a comprehensive analysis of the results of performance evaluation and the local health care reform policies,this article summarized the achievements of urban public hospital reform in China,found the problems,and proposed the strategies.In order to provide scientific basis for improving the performance evaluation of public hospitals,the level of hospital management and medical service in China,and promoting the reform of medical and health system.Methods:Literature review was used to sum up the domestic and foreign research experience on hospital performance evaluation,patient experience,patient health output and public hospital reform policies since 2009.A total of 9 urban public hospitals were selected to conduct a field survey to collect data on the self-reported medical experience of the patients in the hospital and the policy documents of the sample cities.This study ranked each city according to the effect of policy implementation on patient experience,to more clearly demonstrate the impact of local policies on patient experience.The study explored the internal and external factors that influence performance ratings using single factor analysis and correlation analysis,to determine matters needing attention of our scale in the application.The performance evaluation results of 9 hospitals were compared,and the effectiveness of different health policies were explored,by comparative study method,to provide theoretical basis for the improvement strategy.Results:(1)Univariate analysis found that the patient experience were significant differences in the patients’ type,age,gender,marital status,occupation,degree of education,type of medical insurance,type of disease,disease diagnosis,and severity of the disease(F=1266.161,P<0.001;F=31.599,P<0.001;F=8.339,P=0.004;F=23.618,P<0.001;F=6.802,P<0.001;F=5.158,P<0.001;F=8.322,P<0.001;F=8,080,P<0.001;F=12.947,P<0.001;F=37.923,P<0.001).(2)Correlation analysis showed that there was the highest degree of correlation between respect for patient dimensions and overall service evaluation(r=0.555,P<0.001),which was different with the existing index system.(3)Calculating the performance scores of hospitals and dimensions with the formula,this study found that the doctor-patient relationship had been greatly improved,the overall level of service efficiency and medical costs was low,and patients had low awareness of their own disease information.(4)Through the comprehensive analysis of the performance scores and the implementation of health policy,the study found that the patient experience evaluation can reflect the effect of policy implementation,and the improvement in service efficiency and medical costs had been affected by many policies.Suggestions:(1)Establish a unified integrated patient experience measurement tool.lt is of great practical significance to use the self-made scale as a unified performance evaluation scale nationwide.(2)Optimize the scale according to the problems found in this study.(3)Promote the reform of the medical alliance and the improvement of the system of tiered medical services.(4)Improve the level of hospital information,and promote the hospital internal process optimization.(5)Abolish the mechanism of "drugs to support medical services" and reduce medical costs.(6)Strengthen the training of doctors" knowledge and skills about communication to promote effective communication between doctors and patients.