Accounting & Control Of The Medical Service Quality Based On Patient Satisfaction

Objective: The customer satisfaction (CS) , is one of the liveliest words in quality control domain under the market economy condition. It is mainly refers to the customers' joyful or disappointed feeling condition through they compared one product's (visible either invisible) sensation effect (or result) and the expected value. Medical service's primary purpose is healing the wounded and rescue the dying, curing the sickness to save the patient, improving and promoting the people's health. Not only the hospital customer satisfied or not had decided the hospital existence's value, simultaneously was also the key aspect of deciding the hospital core competitiveness. This topic plans to grasp customer's expectation to medical service correctly, to analyze the quality control's primary coverage of medical service organization, to analyze whether the hospital quality control satisfies the customer's expectation to the medical service quality contrastivly through the spot investigation and the fundamental research.On that basis,we propose strategies and suggestions that can improve medical service quality control, and enhance the customer's satisfactory.Methods: (1)Field survey. Mainly includes the questionnaire survey and individual thorough interview. The questionnaire survey mainly aims at the customers (in hospital patients)of the sample hospital and the personnels who are engaged in the medical service quality control in the functional departments of medical department and nursing department. The interview mainly aims at the leaders in charge of these affairs of the hospital, principal persons of the medical department and the nursing department, the administrative officers who are in charge of the medical service quality. (2)Documentary Research Method. Mainly collects related research literatures about the domestic and foreign medical service quality control as well as the concerned customer degree of satisfaction aspect.They were used for reference after the reorganization and the refinement for this research. (3)Expert discussion method. Mainly aims at the investigation plan which was drawed up initially, the actual worker and the teaching scientific research personnels who were engaged in the medical service quality control were invited to carry on the discussion, then proposed the modification and consummates suggestions. (4)Statistical analysis technique. Mainly uses the basic description statistical method to quantize the essential feature of the investigation object, after quantification process, the variable average value which was included in the sample size was carried on the statistical analysis.Conclusions: Through this topic's research, the results and the conclusions obtained mainly includes: (1) through the Documentary Research and the theoretical analysis, we obtains: The medical service has the following characteristics: the dual nature of tangibility and Intangibility, the inseparability of production and expense, both the general character and the individuality, the substantivity and the indirection, the heterogeneity and the homogeneity, the ethicality and the social public welfare, the timeliness and the fugitiveness, the particularity of the doctor-patient relationship.(2)The medical service's characteristics increased the difficulties of the medical service quality control. (3)The medical service quality and the customer satisfaction (CS) influence each other, promote each other. (4) In the term of surveyors' expectation to the trust and the valid, there is significant difference between the different age groups of surveyors. Patients older than sixty years have the highest request to the trust and patients between fifty-one and sixty years next.(5) In the term of patients' expectation to the trust and economical efficiency, there is significant difference between patients of different cultural levels. After detailed inquiry about history, medication instruction and informed consent, master have lower expectation than people of other cultural level obviously.(6)Compared with the countryside residents, the administration institutions' workers have higher request to medical service's reliability and responsiveness. ( 7 ) Resident's medical service demand may be conform to Maslow's hierarchy: The crowd with low income have low level of satisfaction to medical service request, it do not think highly of trust factors and so on respects, privacy security, informed consent and to inform beforehand.(8)Compared with patients at there own expenses, patients who participate in the cities staff medical insurance have higher degree of expectation to the medical service's responsiveness and humanization. (9) The Medical establishment mostly have the relatively perfect medical service quality control system, but its key of the control of medical service quality is not totally agree with expectation of patients. The expectation of patients is on the functional quality. However, the attention of controllers is on the technical quality.Research suggestions: Through the research, we proposed the suggestions as follows: (1) The medical establishment should advance the strategy of the customer satisfaction positively. They should treasure the administration of clients'relation and take manifold measures to improve doctor-patient relationship; (2) We should further optimizes the communication and the consultative mechanism inside in the hospital quality control system. We also should understand the expectation of patients timely and provide the pointed service;(3)The technical quality should be improved, at the same time the service quality should be improved also;(4)The medical establishment should carry out the appraisal of customer satisfaction regularly and improve customer satisfaction continuously; (5)We should grasp customer's demand accurately, and then draw up the quality control standard which conforms to the hospital's own actual practice and is feasibility.Innovation and localization: The main innovation of this research: it sums up the focal points of the medical service into a system and analyzes the influence on the medical service quality control. On the basis of investigation, it discovered and analyzed the influence of the characteristics of the customer's age, income and medical safeguard type on the customer's certain expectations for medical service quality. Through investigation, we find that though the key of the control of medical service quality is the technical quality, patient's expectation is on functional quality. In association with medical service quality control's reality, the research designed one kind of strategy for the purpose of improving patients' degree of satisfaction and put forward corresponding countermeasures and suggestions on this foundation.The main insufficient of this research: Limited by time and funds, the field of investigation is only restricted in Public hospitals in Wenzhou whose economy is more developed. The suggestions proposed by the research wait for confirmation in bigger range.