Study On The Improvement Of Settlement Services Process Management In Guangzhou Hospital Of Traditional Chinese Medicine

The unfair and irrational distribution of medical and health resources,medical and health resources leads the medical and health resources in China to be concentrated mostly in First-rate Hospital at Grade 3 in relatively larger cities,causing such a phenomenon in our country as “It is difficult to see a doctor and be sick of seeing a doctor”.The complex process of hospital billing service is responsible for those abnormal phenomena like the long queues for settlement payment,poor experience of patient diagnosis and treatment process and low working value,the main reasons for which lie in the low efficiency of hospital management.The problem arising from the hospital settlement service process management exist in aspects of all sorts,so the hospital management has been regarded as an important schedule.This paper,taking Guangzhou Hospital of traditional Chinese medicine as the research object,aims not only to meet the needs of patients medical services,improve patient perceived value but also to improve the hospital settlement service process management and the settlement service quality and to realize and implement the “patient-centered”,“patient first,pursuing excellence” for the purpose of serving the final target.Stating with the study of Maslow's “hierarchy of needs”,Woodruff's “customer value perception theory” and Zaithaml “customer perceived value” and The theory of basic demands on the psychological perception of customer service needs other related theories,this study combines the requirements of national policy,domestic and international hospital settlement service management idea with practice experience and the latest research results.Secondly,this study,based on such empirical analysis as questionnaire survey offers a general and broad picture of the patient satisfaction of hospital settlement services,Guangzhou hospital leadership,management personnel and medical personnel and settlement services management team,all levels of management staff perception of the Chinese Medicine Hospital of Guangzhou clearing service process management,extensive collection of opinions and suggestions of the parties.Finally,the focus of this study is centered on the status,problems and causes of hospital settlement service process management,the improvement strategy,which contributes to a series of suggestions for hospital settlement service process management.The following three aspects from this study result can be expected.The first one concerns the medical billing service process management of Guangzhou Hospital of traditional Chinese medicine,the improvement of the quality of settlement services,the alleviation of the “doctor difficult and annoying” problem.The second one comes to the use of “Internet + financial medical service” so as to achieve direct self clearing machine settlement,mobile phone APP settlement and examination room settlement,breaking through the traditional the medical payment settlement and to improve the efficiency of settlement services remarkably.The last one is the level of customer demand theory for exploring the perceived value of theory and practice in medical and health institutions and producing the desired effect.The results of this study have been applied in Guangzhou TCM hospital and awarded the second prize by Specialized Committee,Specialized Committee Hospital of traditional Chinese medicine,which has a certain reference value for peer hospitals.