Analysis On The Outpatient Medical Service Quality In A Tertiary Hospital

Objective:Realizing the outpatient service quality and the level of management in a three level hospital, to analysis existent problem, In order to provide a basis on solve plan.Moreover,through the diagnoses of the basis date and service quality, combining with the service quality control of development direction in current, to give a propose and measurement on how to improving of the outpatient service quality. Methods:We using a retrospective study in this paper, collection and analysis the correlation data on number of outpatient and the classic quality of visiting physician. To survey the manager of outpatient department, visiting physician and nurse, and so on. By using questionnaire, we surveyed the outpatient. All these data are statistic by Chi-Square Test. Results:1) The basic situation;At present, the outpatient service are great improved. The process of examine,environment and the service quality are improved rapidly. But these improve can not satisfy the requirement of increasing of outpatient.2) The basic data analysis of hospital outpatient service:The outpatient service was increasing in this hospital. The highest increasing in outpatient are2011. Compared with2009, in2011the General Outpatient Quantity are increasing43%. It was increasing25%compared with2010. For Expert outpatient quantity, in2011are increasing60%, compare with2009. Also, it was increasing40%in2010compared with2009. The larger part increasing proportions are internal medicine, surgery, gynecology, traditional Chinese medicine department and others.During2009to2011, thequantityofoutpatient were increased in every department. The disciplinarianofthese quantity of outpatient, by Monthly distributioindex method figure out dispersion index in different month; the turbulence of every month are not very distinct. The biggest Outpatient Quantity are the month of3-8and11,12. But in month1,2,10the Outpatient Quantity are less than other months.3) The outpatient service quality analysis:2009to2011, The number of expert doctor as a visiting physician are increased. The ratios of them are27.2%,30.8%,33.3%. The ratio of General Outpatient doctor are72.7%,69.2%,66.7%. It was decreasing by years. The structure of Outpatient costs are made up of drugs costs, examine costs and others.2009to2011the ratio of drugs costs combine examine costs are86.9%、82.1%、81.2%, it was decreasing by years. In the outpatient service quality, the satisfaction of outpatient on Medical environment, Service identifier, Structural layout, Nursing guidance, Triage service, The level of medical technology are great improved. Conclusion:The Visiting mode of current can meet the outpatient’s medical demand. but we suggest that enhance the management and support of outpatient department in further. Improving outpatient facilities, Improving outpatient medical technology level, Optimization of outpatient service process, The construction of the new outpatient building, Improve the hospital environment, Improve the ratio of senior doctor work as a general visiting physician. Enhance training of doctors and nurses who are works in outpatient department, developing more Health education and volunteer examine, expansion of outpatient service, Improving outpatient connotation constructions.