Research On Service Quality Evaluation And Improvement Strategy Of A Hospital

With the development of China’s economic construction,the medical technology in China has also undergone earth-shaking changes,but the doctor-patient relationship has not become more harmonious than before with the improvement of medical technology,or even deteriorated to a certain extent.The contradiction between doctors and patients will not only harm the individual and family,but also have a negative impact on the reputation of the hospital,thereby reducing the patients’ trust in the hospital and hindering the continuous operation of the hospital.At present,the medical system of our country is in the stage of deep reform,and the quality of medical service has become the focus of attention when people choose the hospital.Unreasonable allocation of medical resources,high medical costs and therapeutic effects problems such as unsatisfactory health care reform must be overcome to a large extent.In order to improve the quality of medical service,the government has given increasing policy support and investment in the field of health care for many years.And the main body of medical reform,hospitals is paying more attention to the management of medical service quality.By analyzing the results of the survey on the satisfaction of outpatients and inpatients in Hospital A,this paper assesses the present situation of service quality in this hospital,looks for the insufficient service,explores the ways to optimize the quality of service in Hospital A,and draws up the corresponding improvement countermeasures.And to establish the guarantee measures to ensure the smooth implementation of the countermeasures,to provide a theoretical basis for the evaluation of the quality of service in hospital A,and to provide theoretical reference for future research personnel in related fields.Also to provide advice for other private hospitals and even public hospitals to improve the level of service quality management.In this paper,PEST,Porter’s five Force Model and SWOT method are used to analyze the environment of A hospital,including macro environment,industry environment and so on.Then the contents of the questionnaire are made by using the SERVQUAL scale.The satisfaction data of outpatients and inpatients in Hospital A on the aspects of medical technology,medical ethics,diagnosis and treatment process and diagnosis and treatment environment were collected and analyzed by means of face to face questionnaire and on-site recovery questionnaire.In this study,A hospital needs to be changed and optimized in five aspects:tangible,reliability,supportability,responsiveness and empathy.The specific strategies include hiring medical personnel with high technical level and good moral quality,perfecting medical service flow and organization structure,establishing service remedy system,formulating professional technical evaluation of medical personnel and regular investigation system of patient satisfaction.Improve medical price,optimize the distribution of medical environment,etc.