Research On Medical Service Quality Evaluation

Since the reform, with the rapid development of national economy, publichealth career in China has made considerable progress. Up to2011,The numberof medical service organizations is938000and that was307443in2000.Medical institutions have more advanced equipments and health care workersmaster the updated medical technology and service level of medical institutionsimproves continuously and types have a diversified and level trend. Yetcompared with developed countries, our medical service quality managementstarts late and system is not mature and there are many shortcomings andloopholes. How to scientifically and effectively measure medical service qualityand to provide a basis for decision making to improve and enhance medicalservice quality is the urgent problem of hospital managers and industryregulators.In this paper, the study begins with medical service quality status in China.Based on the review over domestic and foreign scholars' service quality study,through theoretical study, the paper builds medical service quality evaluationtheoretical model. Then through empirical analysis, the paper obtains medicalservice quality evaluation index system. Medical service quality evaluationsoftware is designed on this basis. The main contents and conclusions of thisstudy include the following aspects:First, medical service quality influencing factors is considered in the paper.Based on the literature review, comprehensive analysis previous medical servicequality theory and medical service quality characteristics, combined withmedical industry environment of China,specific analysis of factors affecting themedical service quality, the paper classifies a variety of complex factors thataffect medical service quality as nine aspects: health care environment, serviceattitude, normative, timeliness, patient communication, technology level,medical ethics, diagnosis and treatment results and medical expenses.Second, the paper sets up theoretical framework and indicator system ofmedical service quality evaluation. On the basis of medical service quality theory study, the paper builds medical service quality evaluation theoreticalmodel and establishes medical service quality evaluation index system throughliterature review, medical institutions survey and in-depth interviews withmedical personnel and patients.Third, the study of medical service quality evaluation is conducted in thepaper. The paper designs questionnaires based on the medical service qualityevaluation index and verifies the put forward hypothesis through questionnairesurvey and statistical analysis and then gets the medical service qualityevaluation index system. Medical service quality evaluation software is designedon this basis. And the paper verifies scientific, feasibility and applicability of theindex system through surveying data.Lastly, Based on the previous theory and empirical research, the papergives specific countermeasures and suggestions:①optimize medical treatmentenvironment;②establish a comprehensive humane care system;③strengthenservice capacity;④relying on network information technology, focusing on linkmanagement;⑤rational planning medical examination and treatment projects,controlling the drug charge;⑥strengthen medical ethics.