The Study Of Hospital Service Process Performance System

With the constant development of society and economic, the demand for medical services is increasingly high.Contrary to this,the contradiction between the society medical services ability and the growing demand for medical services quality is prominent. Hard medical treatment and expensive medical cost are widespread, growing tension in the physician-patient relationship puts forward higher request for medical services level.Thus,it is particularly important to make scientific and rational performance evaluation for hospitals. Though the discussion about performance evaluation of hospitals is already very mature in present study, much of it focuses on Economics and Management, lack of concerning on the quality of hospital services procedure, this is disobedient to the medical ethical of patient-centered.Hospital service process performance is the base and core of hospital human resource management. Since long ago, to specify the performance management of medical services agency and to improve medical service process performance are important issuues of health management academic and services organizations.This paper focuses on the process of hospital services, starts from the select of the measurement of services process indicators, comprehensively uses related management theories on service management, customer satisfaction and process management. It collects related indicators of the process of hospital services using methods such as expert panel and questionnaire, does exploratory study about performance evaluation indicators based on the process of hospital services, puts forward a performance evaluation system of focusing on the process of hospital services, gradually and deeply studies the hospital service process performance which is at the exploratory stage in academia. It has important practical significance for comperhensively and rationally evaluating overall hospital performance and promoting hospital reform and development deeply.What this article is about to discuss contains three dimensions which are image of hospital, service level and social responsibility. The dimension of image of hospital contains7indicators:attitude of process of medical staff services, dress of process of medical staff serveces, hardware facilities and maintenance level in hospital, degree of cleanliness of hospital environment, rationality of process starting from register to diagnosis and treatment, hospital reputation, number of media reports; the dimension of service level contains5indicators:ability of judging condition effectively by doctor, ability of solving problem effectively by doctor, response speed of health care staff to patient, efficiency of health care staff and rationality of cost;the dimension of social responsibility contains3indicators:proportion of medicare to the number of treatment, expenditure level of hospital environmental protection, obligation treatments in villages and towns.The performance evaluation of hospital services process system designed by this article highlights the indicators of hospital service process closely related to the community satisfaction degree. The research focuses on the select of evaluation indicator and the frame of evaluation system. Due to limited time and ability, this article does not do case study. This is the defect, however,points out the direction of further discussion.