Evaluation And Empirical Analysis Of Teleconsultation Service Quality From The Perspective Of Basic Level Hospitals

In the 13 th Five-Year Plan,the Communist Party of China proposed that health care should achieve breakthrough in information technology.The "internet +" mode promotes the development of telemedicine services.Telemedicine service quality directly reflects the achievements that technology benefits to people.Telemedicine quality management has an important guiding and promoting effects on the behavior of telemedicine staff and the effect of telemedicine service.Strengthening telemedicine service quality management and improving the competitiveness of service have become the focus of the hospital administrators,the government and the masses.The evaluation of teleconsultation service quality is important.And it is also the starting point and basis for strengthening telemedicine service quality management and increasing service quality level.Firstly,this thesis expounds the background and significance of the research,and then defines the connotation of the service quality of remote consultation.Secondly,based on the DEA model,input and output indexes are selected to build a teleconsultation service quality evaluation model.Then the empirical research is designed on the basis of the construction model,including the selection of samples,the final determination of evaluation indexes,the design of questionnaire and the selection of statistical methods.Finally,empirical analysis is made on the sample of Henan Telemedicine Center of China.This thesis draws the following conclusions by using DEA model to evaluate the quality of remote consultation service in Henan Telemedicine Center of China: the evaluation from 13.8% primary hospitals to teleconsultation service quality was “effective”,that is,the quality of service that provided by Henan Telemedicine Center makes only 13.8 percent of them feel satisfied,while the others feel unsatisfied.The service quality of teleconsultation in southeastern Henan and northwestern Henan is higher than that in the north of Henan Province.The quality of teleconsultation service of the municipal hospitals is higher than that of the county hospitals.The quality of teleconsultation service is characterized by a small bottom and a small top.This thesis points out shortcomingsof teleconsultation service quality and proposes some countermeasures and suggestions to strengthen the quality of teleconsultation service.This thesis provides theoretical support for the study of the service quality of remote consultation through theoretical and empirical research,which enriches the research on the evaluation of the service quality of teleconsultation and has a positive effect on its development.