The Study On Patient-centered Health Care Quality Evaluation System

[Objective] To establish a set of patient-centered, scientific and practical health careservice quality evaluation system；using it to evaluate the current situation of health careservice quality at hospitals and to provide an effective basis and method for optimizinghospital management and enhancing health care service quality.[Methods] The study analyzes the situation of the health care service quality at homeand abroad through literature review; researches the theories related to both health careservice quality and perceived service quality; puts forward the concept of the healthcare quality of patients’ perception. According to it, using Delphi method to screen thekey evaluation indexes. Through the pre-research, establish and improve the healthcare quality evaluation system based on the patients’ perception,including sixdimensions and thirty-four subordinates. Finally, the evaluation system has beenapplied and spreaded.[Results] Establish health care quality evaluation system based on patients’ perception;evaluate health care quality combined the characteristics and the perception of patientsbefore they go to hospital. Make sure the influential factors which result in low qualityof health care service according to patients’ perception, and the patients’ characteristicsof perception which affect the health care service quality.[Discussion]Under the guidance of patient-centered service philosophy, establish thehealth care service quality evaluation system based on the perception of patients. Thesystem provides the evidence for hospitals to establish quality management and improvethe health care service quality. Besides, the system provides the evidence for thedevelopment of hospital construction，enhance the overall strength and improve themarket competitiveness as well. This method is the most important one for health carequality management with the promotion prospects.