Research On The Quality Of Patients’ Perception Services In Maternal And Child Health Hospitals By IPA Analysis

With the continuous deepening of China’s medical and health system reforms and the transformation of medical diagnosis and treatment models to biological-psychological-social models,people have become increasingly demanding of the quality of services provided by hospitals.The quality of service determines the survival and development of the hospital,and it also concerns the relationship between doctors and patients.Therefore,the hospital must clearly understand the status of its own service quality and strive to improve patient satisfaction.Based on this,this article takes outpatients from three maternal and child health care hospitals in Lanzhou as the research object,conducts a questionnaire survey through the modified SERVQUAL scale,and uses IPA and regression models to analyze the factors that affect the perceived service quality of outpatients and explores the different The differences in service quality between existing hospitals and existing problems,and put forward some countermeasures and suggestions.The research results show that the outpatients of the three hospitals have significant differences in their perceptions of hospital services in terms of education,occupation,income,and type of medical insurance;in general,patients are less satisfied with the quality of services provided by the province’s maternal and child health hospitals,and the patients they serve There is a big gap between expectations and perceptions.Among them,the patients are less satisfied with the service items: waiting for consultation,the time of treatment and examination,the rationality of hospital drug prices and examination costs,the ability to provide promised services,and the attitude of medical staff.Patients are more satisfied with the service quality of Maria Gynecology Hospital,and the gap between their service expectations and perceptions is small.Among them,the more satisfactory service items for patients are: the medical staff actively care about the patient,the cleanliness and comfort of the hospital environment,the effective communication between the patient and the doctor during the consultation,and the service attitude of the medical staff;among the factors affecting the overall perception of the patients in the three hospitals,Guaranteed services,tangible services,and economic services have a significant impact on the overall perception of patients in provincial maternity and child health hospitals;reliability services,economic services,and tangible services have a significant impact on the overall perception of patients in maternal and child health hospitals in the city;and Economic services,responsive services and reliability services have a significant impact on the overall perception of patients at Maria Gynecological Hospital;the current quality of service in the three hospitals has certain differences and problems in terms of medical costs,consultation procedures,medical technology,and service attitudes.Suggestions: Promote the construction of medical consortia,orderly shunt the pressure of diagnosis and treatment;rationally control medical expenses through multiple channels and means,reduce medical costs,and reduce the burden of patient visits;streamline the diagnosis and treatment process,shorten the waiting time for patients,and improve the patient experience;Improve the level of diagnosis and treatment technology,and constantly improve the construction of hospital specialties;focus on humane care for patients,change the service attitude of medical staff,and build a harmonious interaction between doctors and patients.