The Research On Evaluation And Improvement Of Hospital Service Quality

ObjectiveThrough literature and theoretical research on the evaluation of the quality of medical services, combined SERVQUAL evaluation method to the theoretical model, to improve SERVQUAL scale and form a medical service quality expectations and actual experience questionnaire; In the evaluation of patients expected and actual experience, to research status of the quality of medical services in hospitals research status, and explore to propose a solution to improve the quality of hospital services.MethodsLiterature analysis, in-depth interviews, questionnaires, to the Guangdong Provincial Hospital of Traditional Chinese Medical Service Quality for the study, patients from the concept of expectations and perceived quality of service, to improve SERVQUAL scale, form a six dimensions of a total of 23 items expected questionnaire and patient awareness questionnaire; From the six dimensions of hospital medical service quality evaluation and measure the gap between expectation and perception of patients, evaluating the present situation of the hospital medical service quality, and through the gap analysis existing problems and causes of hospital. ResultsThe modified questionnaire has good reliability and validity, the patient to the hospital medical service quality expectations is greater than the actual perception. There is a gap, the medical service quality scored 0.45 points; Patient’s age, education level, local and income level for the evaluation of the influence of the medical service quality have statistical significance; Medical staff to ask a detailed condition, the clarity of the diagnosis, complaint handling and waiting time are hospital first need to consider the improvement.ConclusionStarting from the concept of customer perceived service quality, service quality gap model for the analysis and research on medical service quality, can help us understand the expectations and the actual feeling of patients for medical service quality.