Research On Evaluation And Influencing Factors Of Medical Service Quality Evaluation

Health care is one of the important problems about people’s livelihood. With the rapid development of China’s economy and the enhancement of people’s paying ability, patients have more options now. In order to deal with this situation, the hospital management is changing from extensive management to connotation construction that one of the important characteristics is paying more attention to medical service. At present, China’s health care system is in the crucial stage of the new health care system reform. Gradually opening of medical market makes hospital gaps in many aspects such as medical environment; medical equipment and technical level have become smaller. Then service quality has become the main competition aspect. Patient’ evaluation has become the standard of in medical service quality measuring, the primary factor in the medical service market competition, and the first condition of hospital survival. Based on this background, the purpose of this study is to design the medical service quality evaluation system, finding out the main problems and determinants of health services and putting forward policy suggestions to improve the quality of medical services.Through a large number of literature reading and on-the-spot investigation and interviews, according to the relevant theoretical basis, this paper builded the model of medical service quality and preliminarily designed the medical service quality evaluation system including objective and subjective aspects. The objective aspect is perception quality, including five secondary indexes which are functionality, timeliness, economy, amenity and civilization. The subjective aspect is process quality, including two secondary indexes which are staff and equipment. The questionnaire is designed on this basis. Firstly we collected42questionnaire by pre-survey and analysis its reliability and validity, deleting some questions that doesn’t meet standard. Formal survey is about patients and their relatives in six comprehensive non-profit hospitals in Nanchang, making450copies of questionnaires and recycling392valid copies.Based on the data gets from the sample survey, this paper adopted SEM to verify hypothesis, and find the factors how to impact the degree of medical service quality evaluation. Besides, multiple factor analysis of variance was used to study the different population how to influence medical service quality.