Study On The Evaluation Index System Of Outpatient Medical Service Quality In Public Hospitals

In recent years, the doctor-patient relationship is increasingly serious, not only impacting the medical service market, but also becoming a social disharmonious and important factor. In the 1970s, George L. Engel who is an American scholar proposes a new model of modern medicine that is the bio-psycho-social medical model. The bio-psycho-social medical model advocates studying human body or person from a multi-level system, offers a requirement of medical ethics from a higher sense, calls a new type of doctor-patient relationship that is a equal and harmonious doctor-patient relationship. The scientific evaluation of medical service quality contributes to clarify the doctor-patient relationship from all walks of life, helps the government and hospital to formulate the reasonable policy and management system, and helps to ease the doctor-patient relationship and maintain social harmony.The research of evaluation index system of medical service quality becomes a hot problem. Mostly index systems are directly given in the current literature. The current literature focuses on the evaluation between relevant indicators and evaluation results, and less discusses the process of the construction of the index system. A comprehensive study of the process of the medical service quality evaluation index system by established is required with better scientific medical service quality evaluation index system. We hopes to scientific evaluate medical service quality, explore the effective way to improve medical service quality, and improve the doctor-patient relationship.For the above reasons, this paper combines with quality function deployment (QFD), factor analysis method, and fuzzy rough sets theory by qualitative analysis and quantitative analysis. In order to ensure the feasibility of research, this paper selects public hospital outpatient patients as the research object, focuses on the evaluation index system of public hospital outpatient medical service quality with the process of the evaluation index system by established, including the principle of index selection, the method of index screening, and the method of determining weight, to ensure that the evaluation indicators are scientific. Main achievements are as follows.First, this paper adopts literature research method, field investigation method and expert interview method to analysis index selection principle, the implementation methods and the present situation of index selection principle in index selection process. On this basis, this paper selects seven major index selection principles to build the index system. The seven major index selection principles are patients as the center, scientificity, comprehensiveness, independence, practice guidance, stability and maneuverability.Second, with the principle of index selection, this paper fully learns from predecessors’ research results, combines with patient demand research, adopts expert team brainstorming, with index design principle of the evaluation public hospital outpatient medical service quality from the main to the system structure, applies quality function deployment (QFD) to deploy patient demand and build the primary public hospital outpatient medical service quality evaluation index system.Third, this paper adopts factor analysis method to reduce the primary index system dimension, on the one hand, to verify structure’ rationality of the primary index system established by quality function deployment; on the other hand, to delete the indicators with smaller factor loading value. It implements index screening for the first time.Fourth, this paper adopts the attribute reduction feature of fuzzy rough sets to delete the indicators with no impact on the classification of the evaluation object. It implements index screening for the second time and ensures that the selected indicators have significant effect on evaluation results. This paper applies the attribute important degree of rough set theory to assign indicators weight objectively. This paper completes the establishment of the public hospital outpatient medical service quality evaluation index system.Finally, it summarizes the research conclusion of this paper, puts suggestions to improve the quality of medical service, analysis the limitations of the research, and prospects the research on relevant problems in the future base on the limitations.