Evaluation And Improvement Strategy Of Hospital Service In X School

As the bottom of the medical service system and public service system,the school hospital undertakes the functions of basic medical service and public health service,and is the “gatekeeper”of the health of teachers and students in Colleges and universities.This paper chooses a hospital of a Western University(X school hospital)as the research object,the hospital implements an independent evaluation system.The reward performance of medical staff is related to the expected target profit of the school.Hospitals need to coordinate their social responsibility and self-interest under the condition of self-responsibility for profits and losses,improve its service quality,improve patient satisfaction,increase the number of hospital visits in school X,and increase its business income and staff’s reward performance.Therefore,it is of great practical significance to carry out research on the service quality of X school hospital.This paper chooses SERVQUAL scale and service quality gap model constructed by three scholars such as Parasuraman to measure and analyze the service quality gap of X school hospital.Using the SERVQUAL scale as the basis for the design of the questionnaire,a random sampling method was used to select 320 students for questionnaire survey.The patient’s service quality expectation and actual perceived value and service quality perception of the X hospital were “trusted” and “satisfied”.Cluster analysis and regression analysis were used to analyze the data,and the gap and influence of hospital service quality in X school were obtained.Based on the model of service quality gap,this paper uses interview method to analyze the content and source of service quality gap.In the part of measuring service quality expectation and perception,quantitative research method is used,while qualitative research method is used in the part of analyzing the source of service quality gap.This paper adopts mixed research method as a whole.The results of data analysis show that there are gaps in every dimension of hospital service quality in school X.Among them,the gap between expectation value and actual perception value in two dimensions of “tangibility” and “responsiveness”is the largest,followed by “reliability” and “empathy” and “security”is the smallest.In addition,“empathy” is the most important dimension because it is the only variable that significantly affects patients’ “trust” and “satisfaction” with the hospital.Through in-depth interviews with the responsible persons and patients(students)of the X School Hospital,we can obtain first-hand qualitative data and extract the source of service quality gap from the data.The study found that service standard issues,resource and institutional issues,service oversight issues,and professional issues are the main sources of gaps in hospital service quality.Finally,based on the research conclusions,the countermeasures and suggestions for the improvement of service quality of X college hospitals are pointed out.