A Research Of The Public Hospital's Service Quality In The Existing Health Care System

This paper discusses the present condition,existent problem of our country's public hospital,and the train of thought and countermeasures which should be taken in order to enhance the quality of the medical service with the establishment of socialism market-oriented economy system,the rapid development of social economy and the deepening of the medical and sanitation refrom,and people's demands progressive to health.The paper develops according to the following thoughts and logic system:(1) First of all,the basic principles of medical services,as well as the define of the medical service's quality were reviewed,followed by review of the reform process of public medicine,the status quo and existing problems.Finally,we proposed to use the method of satisfaction to test the quality of the public hospital's sevice.(2)At the base of the reference to a large number of documents and the field interview,we developed a questionnaire of the medical sevice's satisfaction initially. Then we make a pre-test of the questionnaire and test the reliability and validity of the questionnaire under the help of the spss.After changes,we constituted the formal questionnaire.(3) Through analysis of the data,the following conclusions can be reached:first, the five dimensions related with the satisfaction of the medical service include medical expenses and medical disputes,attitude and efficiency of hospital services, hospital hardware quality,sepecial medical service,public image of hospital.Secondly, the level of the satisfaction is low,the dimensions which make direct influence of the total satisfaction is public image of hospital,attitude and efficiency of hospital services.Third,sex,education attainment and income level pose no significant effect on the satisfation and the important,while age,place of residence,source of medical expenses pose significant effect on the satisfation or the important.Fourthly,the distance of the hospital hardware quality betwent the satisfation and the important is the biggest,follow by medical expenses and medical disputes,attitude and efficiency of hospital services,the smallest gap is special medical service and public image of hospital.(4)According to the survey results,I give some suggestions to imporve the medical service and summarizes the limitations of the study.