| Objectives:This paper aims to analyze medical service quality situation of a classified 3A hospital in Qiqihar, understand the individual factors which affect patients' expectation and perception of medical quality level, explore the gap between patients' expectation and perception of medical quality level. To see if there is weakness in the whole process that hospital provide medical services, provide theoretical basis for the medical institution to improve medical service quality. Methods:Sampling method is convenient sampling. The research object is the outpatients and hospital patients in a classified 3A hospital in Qiqihar city. Time ranges is 2016.04-2016.05. The scale is “patient perception and expected service quality questionnaire” which is based on Servqual questionnaire. Double input with Epidata3.0. Using SPSS17.0 as statistical analysis tool, The average is represented as x ±S. Data analysis method are t-test, Analysis of variance, Pearson correlation test, etc. Results:(1)The research of all dimensions of patient's expectation and feeling value shows that the first is guaranteed clauses and the last is economy efficiency.(2)The expectation of outpatient shows that the top 4 is professional knowledge of medical personnel,the respect and protect to patient's privacy, hospital environment and service attitude. The feeling of patient shows that the top4 is the appearance of patient personnel, medical personnel to patients with honest and trustworthy medical personnel respect for and protection of privacy, medical personnel's professional knowledge.The last 4 is the reasonable of department and service wicket layout, hospital inspection cost, waiting to see a doctor and treatment or examination time, the hospital accommodation price.Results of inpatient perceived value among projects show that the top 4 of the list are medical personnel on the patient's honest and trustworthy degree, professional knowledge of medical personnel, respect and protect the patient's privacy, detailed information about the patient's condition. Results of outpatient perceived value among projects show that the top 4 of the list are medical personnel on the patient's honest and trustworthy degree, Medical personnel's professional knowledge, respect and protection of patients' privacy. In the top 4 of the medical environment are quiet and comfort, the hospital's inspection fees, waiting for treatment and treatment or examination of the time, the hospital's room and board prices.(3)The results of SQ value show that the value of patients for all items and dimensions of outpatient and inpatient evaluation are less than 0. The cost and waiting time are two items which are the lowest level of evaluation.(4)By comparing the results of outpatient and inpatient, evaluation of various items and dimensions of patient values(SQ) are less than the inpatient services.To a certain extent, the level of perceived evaluation and the degree of acceptance of the patients to the clinic were relatively low.(5)Compared with the female and the low age, the evaluation of the medical service quality is higher in the male and the high age group.(6)The correlation coefficient between patient satisfaction and perceived medical service quality was greater than 0, and the satisfaction of medical service was positively correlated with the perceived quality of medical care.(relationship value greater than 0, P < 0.05). Conclusions:(1)The medical quality evaluation value of hospital is negative and the ability of patients satisfaction still needs to be improved.(2)The quality evaluation of hospital is better than the outpatient. And the quality improvement of outpatient service is one of the urgent task of the hospital.(3)Because of the low level of female's quality evaluation, they should actively pay attention to the health service needs of the people.(4)The satisfaction with hospital service quality level is positively correlated. Improving the quality of service is one of the important measures to improve the satisfaction. |
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