The Evaluation Of The Quality Of Medical Services In A Tertiary Hospital

With the rapid development of the national economy, Chinese medical and healthservices also will be developed. There are more and more medical institutions withmore and more advanced equipment. As medical staffs have mastered the updatedmedical technology, the service level of medical institutions is also rising. Comparedwith the developed countries, the management of the quality of Chinese medicalservices started late with imperfect system and a lot of shortcomings and vulnerabilities,such as the problems like "doctor-patient conflicts" and "difficult and expensive to seethe doctor". How to scientifically and effectively measure the quality of medicalservices, for providing the basis for decision-making to improve and enhance the qualityof medical services, is the current problem, the modern medical institutions and industrymanagement department managers need to solve.As a special service industry, medical service industry is an important part of thechain of the whole social service. Quality medical service is the first element ofcompetition in the market of medical service. The merits of the quality of medicalservice, is not only directly related to patient safety, and also a prerequisite for thesurvival of medical institutions. It has a direct impact on the reputation andeffectiveness of medical services institutions. Therefore, it is very important to evaluatethe quality of medical service effectively.Objective:To evaluate the medical service quality and management level of every subject in ahospital during2009to2013,for providing scientific basis for decision making, for theleaders of the hospital at all levels,strengthening management of the hospital andmaking scientific decision, to make the hospital develop sustainably, for providingmethodological support for improving the quality of the medical service of the medicalinstitutions; for providing an objective measurement tool to evaluate and improve thequality of medical services; for providing the advice and practical guidance for how to evaluate the quality of medical services in the field; and for making a contribution to thedevelopment of that field.Methods:1. Through literature search, query the full-text database of Chinese science andtechnology journals, full-text database of Chinese academic journals and Medlinedatabase, to collect domestic and foreign public about the evaluation of the quality ofmedical services. The Chinese search terms were “the quality of service "a," the qualityof medical service "and” he evaluation of the quality of medical services”. SearchMedline database of keywords for the quality of medical services, the subheadings ofthe standards of medical quality. Analyzed the related journal articles found.2. According to the data stored in the hospital HIS system, collect the relatedinformation of emergency room visits, hospital visits, bed turnover times, bedoccupancy rate, average length of stay (days), per capita outpatient clinic fee (days),inpatient medical expenses per capita (days), the proportion of drug revenues accountedfor revenue, operating income (Wan million), treatment efficiency, mortality%, theaverage revenue per worker (yuan), large equipment to check positive rate, thephysician responsible for clinic visits per day, physicians per capita daily hospital bedshoulder and so on. Through the investigation and analysis of the information in thedata recorded in past, such as the work of the various sections of the hospital, thenumber of patient visits, inpatient,outpatients and so on, to determine theireffectiveness.3. Evaluate the quality of medical services in hospital by the method of TOPSIS.The basic idea is based on the same trend and normalized data matrix after treatment,and to identify the optimal solution and the worst solution among the limited programs.Then by calculating the distance from each evaluation object to the optimal solution andthe worst solution, we can get the relative proximity to the optimal solution of eachevaluation object, as the evaluation of the pros and cons of each object basis, alsoknown as a dual Standards Act.Results:The quality of the medical service of the hospital takes some up and down in2009-2013. Overall, the hospital’s quality of medical service is on the rise. In2009-2011,the hospital’s quality of medical service presented the downward trendbecause of the adjustments. In2011-2013,the quality of medical services showed rapid upward trend. According to data analysis, in2013the quality of medical services is thehighest. Visibly, the hospital had taken effective measures.Conclusion:The15indicators selected for the topic, reflected the medical the quality of serviceof the hospital more fully. Evaluating the hospital comprehensively by the method ofTOPSIS evaluation, pointed out the inadequacies of the hospital to provide medicalservices for hospitals to strengthen all aspects of quality control, to achieve sound andrapid development has provided a reference.