Study On The Service Quality Of Shanghai Community Hospital Under The Perspective Of Both Doctors And Patients

With the development of economy and society, people’s awareness and ideas of health continuously improve. The quality of medical service has become the focus of people’s attention. As the infrastructural role of medical service system and public service system, community hospitals undertake basic medical services and basic public health services. It is the health "gatekeeper" of community residents. Service quality of community hospital is the fundamental standard of testing and measuring community hospitals. And constantly enhancing service quality management and improving the quality of service community hospital are the core and eternal theme of the work of community hospitals. At present, medical market is still dominated by supply-side. Meanwhile, the patients play an important role in evaluating the quality of medical services. Therefore, in the community hospital development process, it is with significance to expand research on community hospital quality, look for factors that influence the quality of community hospital services, and build scientific community hospitals service quality evaluation system based on the perspective of both doctors and patients.Shanghai Community Hospital has developed rapidly in the country, which is at the advanced level. The development of Shanghai Community Hospital has an important reference for the development of other areas of community hospitals. Therefore, we choose Shanghai community hospitals for the study. We start research on its service quality on the perspective of both doctors and patients. Firstly, the related concepts and theories of community hosipitail service quality are described, and issures existing in service quality are found by studying the development of Shanghai community hospital. Secondly, through literature research and interviews, the dimensions of evaluating Shanghai community hospital are discussed and compared based on the perspective of both doctors and patients. Shanghai community hospital service quality evaluation model is presented under the perspective of both doctors and patients. Thirdly, the original evaluation of Shanghai community hospital service quality is built based on Donabedian’s structure-process- result dimensional evaluation model, drawing SERVQUAL rating scale. The factors of service quality fall into six main factors: environmental facilities, medical assurance, ethics, economic costs, medical outcomes and service response, using the method of factor analysis. Then the weight of each index is determined by using the method of AHP. Fourthly, based on the above study, the paper selected 10 community hospitals in Shanghai to measure SQ value, which is the gap of the patient’s desired service level and service level. The empirical results show that there is a certain gap of perception value and expectation value of each indicator in the evaluation system. There is a big gap between the patients’ desired service quality and the reality. Meanwhile, there is a gap between doctors and patients about service quality expectation. Finally, according to research findings, countermeasures and suggestions are put forward to enhance Shanghai community hospital service quality under the perspective of both doctors and patients.