Study On Evaluation Of Service Quality Of Local Public Hospitals In Henan Province

With the economic and social development,people are increasingly demanding the quality of medical services.Public hospitals are the main body of medical services in China.Their service qualities not only reflects the overall level of medical services,but also relates to people's sense of security,well-being and sense of gain.In 2015,the National Health and Family Planning Commissionand the State Administration of Traditional Chinese Medicine issued the Implementation Plan for the “Further Improvement of Medical Service Action Plan”(2015-2017)”(Guowei Office Hair Care(2015)No.33)and proposed “to improve the people's medical treatment experience as a goal.And with the enthusiasm of medical personnel and the satisfaction of people as the criterion.In February 2017,the National Health and Family Planning Commission and the State Administration of Traditional Chinese Medicine formulated the Action Plan for Further Improvement of Medical Services(2018-2020)(Guowei Office Hair Care(2017)No.73)and continued to promote service quality of medical institutions at all levels.In the background,evaluating the service quality of local public hospitals from the perspective of public perception helps both stakeholders to understand the current state of service quality of public hospitals and the government and medical service organizations to find current medical services based on the evaluation results.According to The quality of the existing problems and the main influencing factors can develop us to develop targeted improvement measures.This study takes the quality of medical services of local public hospitals in Henan Province as the research object,uses the theory of service quality perception,uses questionnaires and literature research methods,and discusses the impact of local public hospitals on the basis of evaluating the quality of medical services in local public hospitals in Henan Province.The main influencing factors of hospital medical service quality and its quality improvement corresponding measures,with a view to providing local public hospitals and government management agencies with measures to improve the quality of medical services.The paper firstly introduces the background and significance of the topic selection.Based on the review of domestic and foreign literature,it designs 16 items according to the five dimensions of SERVQUAL service quality perception model: tangibility,reliability,responsiveness,assurance and empathy.The evaluation indicators evaluated the quality of local public medical services in Henan Province from the perspective of patients and their families.The evaluation results showed that the average public medical service quality perception score in Henan Province was 3.48(with a total score of five points),and the Tangibles,Reliability,Responsibility,Assurance,and Empathy scores were 3.52,3.50,3.51,3.50 and 3.39.The scores of the 16 indicators have a wide gap,and the highest score represents that patients have a sense of security when they visit the doctor,the scoers is 3.86.The lowest score represents that the medical staff consider the patients' interest evaluation and the score is only 3.24.The study found that: The level of local economic development,policy impact,Hospital service capabilities and levels,and the ability and quality of medical staff are the main factors affecting the evaluation results.The paper puts forward suggestions for improving local public medical service quality from the aspects of establishing the patient-first service concept,effectively improving medical technology,strengthening the internal comprehensive management of the hospital,improving the medical environment,implementing a hierarchical diagnosis and treatment system,and extending the service chain.