Research On Evaluation And Improvement Of Hospital’s Service Quality In View Of Patient

Medical service quality is the foundation of existence and development of the hospital. It related the patient’s safety and prognosis. With the transformation of medical and the intensifying of the competition, the connotation of medical service quality became more abundant, it’s including the treatment effect, service attitude, medical environment, and so on. However there are some problems about the evaluation of the medical service, such "heavy technology, and light service". and it reflect "medical structure as the center" rather than "patients as the center"We used varies of methods in the research, such as literature research. questionnaire survey, interview, observation and expert consulting. We view the in-patient service quality as the research object, based on the customer perceived service quality, improving the SERVQUAL scale, measure the hospital’s service quality from the tangibility, reliability, responsiveness, assurance, empathy and economy, and calculate the scores, that is the gap between the expectations and the actual feels. Then analyze the reasons through the service quality gap model.The results show that the modified SERVQUAL scale has good reliability and validity, the scores of the actual feels is less than the expectations, the hospital exist the gap of5, the score of the quality is-0.54. The hospital exist four gaps, they are the gap of cognitive, the gap of standard, the gap of delivery and the gap of propaganda, the four gaps lead to the gap5. The address, income and whether the first time stay in the hospital influenced the patient evaluate the service quality. Caring the patients at ordinary times, explain the illness, accurate implementation is the most important and the hospital need to improvement firstly.The hospital should improve the service quality through reducing the cognitive gap, the standard gap, the delivery gap and the propaganda gap. Secondly the hospital should seize the key link in the process of hospital service, put forward the measures, and improve the service quality significantly. Finally, the hospital should cater to the different demands of the patient, provide special services, and form a differentiated competition, promote the competitiveness.