A Research On Hospital Service System Construction

The medical service of the hospital runs through all activities of the hospital,which is the embodiment of hospital management,hospital reform,medical technology,hospital innovation,and hospital culture.In the process of deepening the healthy Chinese strategy,the difficulty,high cost and trouble of medical care highlight the urgency for the hospital to continuously pay attention to and improve the hospital service system.With the examples of A hospital,this paper based on the satisfaction theory and the process reengineering theory,use face-to-face interviews method,field observation method and questionnaire investigation method to deeply analyze the problems and deep-seated reasons in the process of building service system,and then discusses the overall thinking and concrete measures for the construction of hospital service system.This study finds that the construction of A hospital service system is still in a lower level.It is characterized by fragmentation and one-sided.It lacks comprehensiveness,completeness,and accuracy.It is difficult to improve patient satisfaction and loyalty,and to achieve healthy and rapid development of A hospital.The results showed that only 53.5% of the survey samples were satisfied with the hospital service system,with lower satisfaction of the disadvantaged groups.The level of medical technology is acceptable,the decline in recent years is obvious,and the core technology needs to be expanded.The current hospital service process needs to be optimized,the waiting time is too long,the convenience is low,the personnel configuration is unreasonable,the business system is inefficient and so on.The communication between doctors and patients is ineffective,and the relationship between doctors and patients needs to be eased.The problem of "high expense in medical care" is still prominent.Inadequate return visit and complaint management mechanism are not sound.Administrative management model,performance appraisal system and salary system,hospital culture and other safeguard mechanism are not perfect.This paper has broken the traditional hospital service concept,to subdivide the hospital service system into the hospital quality control system,the hospital professional structure system,the hospital performance management system,the hospital satisfaction service system,the hospital mental culture system,and organize and summarize prominent problem in A hospital service system according to the five system framework,and then put forward targeted solutions.