Study On The Quality Of Care Based On Service Attributes

Along with the development of Chinese economy and the rising of people's living standard, the strengthening of people's jural conception and patients' own protective consciousness, inhabitants' demand on medical treatment which is a specific industry is rising. Nevertheless, how to scale and evaluate superiority or inferiority of care of quality? What medical behavior is knight service in customers' opinion? Whether can we apply uniform criterion of service behavior to scale medical behavior? Whether the superior medical service in customers' opinion is accord with medical-science's demand on it? Etc. These problems need to be researched in time.As far as hospitals are concerned, especially for the moderate and small health care organizations which can not compete with large-scale hospitals in equipment and technology, how to cultivate customers' loyalty by introducing new conception of service quality of other service industries and upgrading appeal of their own when satisfy people's basic medical demand? This has become an urgent problem need to be concerned and considered. To some extent, it may be a pivotal factor when the hospitals have basic professional technology and apparatus and understand their market orientation.The thesis applies latest service theory and quality theory to analyzing medical treatment which is a special activity, and studying quality of care based on the angle that the essential attribute of medical treatment is invisible service. The thesis analyzes the provisions of Chinese laws, compares the similarities and differences of medical management regulations of home and abroad, and refers perfect health care conception of developed countries. The author understands and analyzes stock holder's opinion and intent on quality of care and points out the blemish existing in quality of care evaluation.Then the author puts forward renewed evaluation conception of quality of care and perfects evaluation system, and advises the hospitals should attach importance to non-technical quality at the time of ensuring medical technical quality in order to improve quality of care and raise patients' satisfaction.The data we use come from Chinese health laws, regulations about quality of care, books and periodicals on service and quality of care, related laws and regulations of foreign countries, consultation tables of health management specialists, questionnaires on health care professionals, patients and inhabitants.The research methods include qualitative and quantitative study, including literature analysis, laws and regulations comparison, specialists' consultation, spot survey etc. Related statistical index and factors have been analyzed and compared. Conclusions: 1. The study on category of "medical treatment" and quality of careAccording to different aspects, including the analysis of laws home and abroad, intention investigation of inhabitants and patients, medical activities themselves etc, theoretical analysis of the definition of medical treatment have been done, it points that there existing localization when we define medical treatment as technical activities. We should define medical treatment completely: it's clinical medicine and related behavior that legal special institutions and their health care professionals provide for inhabitants, including diagnosis and treatment of diseases, nursing, health care, and other non-medical service activities related medical service as well. The definition points that when we understand medical treatment and quality of care we should consider two aspects: on one hand, medical treatment is technical, it should have technical quality, during the medical activities health care professionals must comply with relevant regulations, for instances, laws, sanitary regulations, diagnostic technical regulations and so on. On the other hand, medical treatment also should include some non-technical contents, hospital environment, convenient measures, basic establishment, respect, patients' privacy protection, health education and price should be included in the quality of care evaluation. 2. The analysis on service attributes of medical treatmentThe thesis applies the latest service theory to studying the medical behavior, and points definitely that the basic attribute of medical treatment is invisible service, concrete product just a part of it. The ultimate objective of medical treatment is determined by the essence of service. The purpose of medical treatment is not only "treat patients", but satisfy customers' (patients) need completely. The following aspects should pay more attention to: the category and signification of patient, and patients' demands as well.The thesis analyzes concrete manifestation of basic attribute of service in medical treatment, at the same time, the claim of particularity of medical service on quality of care is analyzed. 3. The quality of care based on service attributesThe analysis of the development of quality concept, medical model and doctor-patient relation model has been done, the paper applies quality concept to theoretic research of quality of care based on service theory. It points that the cognition of category of quality of care should have a comprehensive quality concept: including technical quality, service attribute quality and social quality factors.Simultaneity, according to the service attributes, the all-around cognition of quality of care should attend the following four facets: quality of care has objectivity, which should comply with its inherent characteristic; when discuss the superiority or inferiority of quality of care, it's relative to "customers' need", not absolutely; quality of care has otherness and variability. 4. The problems existing in cognition of quality of care and managementThe thesis points out two limitations existing in cognition via comparing the conception of quality of care, service and quality theory, home and abroad. One is people's understanding of quality of care isn't clear; the other is people don't recognize that the service attribute of medical treatment requires quality evaluation according to "customers' need".The thesis also analyzes the flaws between research and management: laying particular stress on medical technical quality or measuring medical service unilaterally. So the concept of full-scale quality of care management based on this theory is still partial, ignoring the non-technical quality, especially the quality characteristics of mentality and social aspect.5. The survey on non-technical factors which affect quality of careThe findings of investigation as follows: although people still think much of medical technical level, people pay more attention to non-technical quality gradually. Furthermore, patients' agreed-rate of service price, hospital environment, professional moral, service attitude, service establishment, respect, privacy protection, healthy education etc exceed 90 percent, which is higher than health care professionals' agreed-rate. As for the score of weightiness of some detailed indicatores, the former is also higher than the latter, and it has significant difference, which implies that the hospitals should attach importance to non-technical service.6. The research on framework about evaluation system of non-technical quality of careThe paper establishes the evaluation system framework of non-technical quality of care by expert-consultation. The sub-indexes are ranked as follows: service behavior, professional moral, service attitude, service price, service establishment, respect and privacy protection, hospital environment, and healthy education as well. The results accord with demanders' intent on the whole. The third-class index system and their scores have been established.