An Evaluation Research On Community Medical Service Quality Of Hangzhou "The Integration Of Health Care, Pension Service And Nursing"

According to the sixth General Census data, the proportion of the population over the age of 65 in the total population in Hangzhou is 9.02%, which is higher than 0.1percent of the national. Compared with "The fifth National Census" data, the proportion of the population over the age of 65 in Hangzhou has risen by 0.19 %, indicating that Hangzhou is one of a higher degree of current population aging in our country. Health problems of the elderly population will become increasingly prominent. In October2014, "The Integration of Health Care, Pension Service and Nursing" community service contract was tried out in Hangzhou. This service will effectively combine medical and health resources with community pension service, which will become an important way to solve the current health of the elderly pension problems. With the process of this service accelerating, the quality of this service is also faced with new demands and challenges. The quality of service is directly related to the health and quality of life of the elderly in his later years. Therefore, the quality of service evaluation is the key to the development of current "The Integration of Health Care, Pension Service and Nursing" community contracted service in Hangzhou.It should be noted that the current service in the pilot phase of the contract mainly focus on the medical service of the elderly and the chronically ill. Therefore, this article takes health service of the community signed elderly as research object and the quality of medical service for the elderly as research content. Through the elderly of community signed perspective, the elderly perceptions and expectations of service are compared and analyzed in order to assess the community medical service quality of Hangzhou "The Integration of Health Care, Pension Service and Nursing". This assessment of the service quality is not only helpful to improve the management level and the rational allocation of public health resources in the service contract, but also improve the efficiency and effectiveness of community health care services. It has important practical significance. Meanwhile, this paper uses the field of Management of SERVQUAL(Service Quality) method to build an assessment model of the community medical service quality of "The Integration of Health Care, Pension Service and Nursing". It will further expand new research method and content in the Public Service field and enrich the theory of Public Management. The study of this paper has its own theoretical value.Based on reviewing the domestic and foreign relevant theory research of "The Integration of Health Care, Pension Service and Nursing", this paper mainly analyzes the current service situation and service content of Hangzhou. In the meantime, it draws on the SERVQUAL evaluation method to construct an assessment model of the community medical service quality of Hangzhou of "The Integration of Health Care,Pension Service and Nursing". It uses the factor analysis to build five dimensions of SERVQUAL including assurance, empathy, sensibility, reliability and responsiveness and 26 evaluation indexes of five dimensions level. Combined with AHP method to the evaluation indicators empowerment distribution, it forms a set of scientific, systemic and level of service quality evaluation index system. On this basis, this paper uses a combination of questionnaires and interviews to survey the implementation of the contracted services of Hangzhou 6 Street Community Health Center survey, obtaining389 valid samples data. Through the reliability and validity test, independent sample t-test and paired sample T test, variance analysis and other statistical research of the sample data, it can measure the current service expectation and perception value gap and service quality of SQ value for the community signed elderly.The results show that the current overall quality of service level of Hangzhou "The Integration of Health Care, Pension Service and Nursing" has not yet reached the level of satisfaction with the community signed elderly. There is a significant gap between perception and expectation of the overall service. At the same time, the different characteristics and different dimensions of the medical service quality are also significant differences. The difference specifically is in the following two aspects:(1)The different characteristics of medical services: There are six lower service quality evaluation services, including basic types of drugs adequacy, medical equipment reliability, community general practitioner medical level, beds and nursing home services, community referral appointment signal source the adequacy and effectiveness of the two-way referral services, etc. These have not yet meet the demand of the elderly.However, there are some services essential to achieve satisfaction with the community signed elderly such as community health service environment, the general practitioner garments and service attitude, medical costs decrease and preventive health care.(2)The different dimensions of medical services: Through different dimensions of service quality for comparison, sensibility, empathy, responsiveness evaluation results are closer and higher in the overall evaluation. The reliability of the service quality is lower and the most lacking is the assurance.Finally, based on the evaluation results of the above studies, this paper analyses the current problems of the contracted services and the reasons. Basis of absorbing the advanced experience of Taiwan, targeted recommendations are proposed to improve the community medical service quality of Hangzhou of "The Integration of Health Care,Pension Service and Nursing" in order to better meet the health care needs of the community elderly and promote social welfare for the elderly.