Study On The Non-Technological Factors In Medical Service Quality Of Improving The Relationship Between Doctors And Patients

With the enhancement of people's concept of the rule of law and consciousness of safeguarding the rights, people's requisition for medical treatment, this special service industries, is improving constantly. Some investigation of Chinese Medical Association shows: something wrong with non-technique causing the dispute accounts for 74.4 percent. This has already demonstrated people's expansion to the cognition range of medical quality. In the service quality of medical organization, besides well-known diagnostic and technological factors, the non-technological factors begin to play a more and more important role too. The report on system research of the non-technological factors is seldom. This article researches the non-technical factors to affect medical service quality, to determine primary non-technical factors; to discuss mainly feasible intervention measure under the present stage as well as the existing condition. It provides the strategy and reference to prevent the dispute between doctors and patients, to improve the relationship between doctors and patients, to improve the medical service quality.Research approach and materials source:This research mainly adopts documents research and locale investigation. It uses qualitative research approach, such as document analysis, expert consultation, etc and quantitative research approach, such as locale investigation. It also uses statistical analysis methods to analyze and compare about the statistical indexes and the analysis of the relevant factors. The materials mainly stem from the domestic and overseas theory books and documents about the relationship between doctors and patients and medical quality; The survey materials stem from the cognition and important judgement of non-technical factors of health managerial experts. The survey materials stem from the cognition of non-technical factors of the relevant crowd in Hubei (medical stuff, patients, residents) etc.Conclusion:1. The medical quality and relationship between doctors and patients influence and affect each other.With the changes of social medical science and mode of relationship between doctors and patients, medical behavior has already become a professional content with different levels and the all-directional service behavior among the crowds. And the understanding of medical quality is changed since "according to the technical specification" into "meeting patient's needs". From this angle, the harmonious relationship between doctors and patients is the important content of appraising medical quality, and good medical quality is the foundation of improving the relationship between doctors and patients.Theoretical research, law and relevant crowds'investigation results all show: The medical quality that the patient requires not only includes technological quality but also includes non-technological quality. It is hard for people to appraise medical technique quality correctly due to lacking of professional knowledge. Therefore, patient's impression of medical quality is often influenced by non-technological factors.2. The investigation shows: people have already paid much attention to the non-technological factors. We can put forward the new tactics that improve the relationship between doctors and patients through controlling the non-technological factors.This investigation result about choosing hospitals proves: people not only pay attention to technological level(24.03 percent) but also pay more and more attention to the non-technological factors in medical quality, especially good service (20.07 percent) and rational price (19.43 percent). Secondly, people also pay close attention to these things, such as: respected, fine environment, etc.The non-technological factors which doctors and patients both sides admit has included service price, hospital environment, professional moral, service attitude, service facility, respect, privacy protection and healthy education etc. The cognitive investigation result of non-technological factors which influences medical quality shows: the patients'rate of identification (97.6- 99.7 percent) is obviously higher than that of the doctors (89.7- 91.0 percent) and they have significance differences.Comparing valued scores of both sides, generally the doctors'scores are usually low, especially in cognition of hospital environment, ward service facility, respect, privacy protection, and healthy education. The patients'scores are obviously higher than the doctors'and they have significance differences. It indicates that the doctors pay less attention to these four respects. Hospitals should improve the understanding of these factors and actively develop intervening activity.3. The investigation shows that doctors and patients' cognition of some non- technological factors has greater differences and these factors should become intervening points.The patients'scores are obviously higher than the doctors'. Analyzing four notably different indexes: the patients pay much attention to Sanitation and cleanness (hospital environmental), perfect monitor and ringing system (ward service facility), many measures of propaganda and education (healthy education) and respect(respect and privacy protection). The relatively valued least is culture atmosphere in hospital environment, swift lift service facility in ward service facility, health care prevention knowledge in healthy education and choice doctors in respect and privacy protection. The hospitals should pay close attention to all these sides.4. The medical organization should strengthen communication with doctors and patients, to establish the service theory of "patients centered", to improve the non-technological service quality, to prevent the dispute caused by non-technological factors and structure harmonious relationship between doctors and patients. We get most important technology medical interventions. Medical organization can improve the non-technological service quality, prevent the dispute and structure the harmonious relationship between doctors and patients through these interventions.To establish prompt feedback systems of services behavior, and provide highly effective medical service for the people.To set up reasonable charging project and standard, and standardize medical price.To strengthen medical ethics and professional ethics construction of the medical personnel, and correct the malpractices in all trades and professions.To set up the perfect ward and controls the system of calling out, build patient-centered ward service facility.Medical organizations should establish the idea of respecting patient's personality and protecting patient's personal secrets.