Evaluation And Improvement Of Community Medical And Health Service Quality

In recent years,community health service has become a demand of a better life related to people's basic health.Despite government increasing investment,there is still a lack of public trust in community health services.The quality of community medical and health services has not reached to people's expectations.The problem that how to improve the service quality not only affects the establishment and improvement of the medical and health system with Chinese characteristics,but also affects the effective implementation of the Healthy China Strategy.A reasonable evaluation to the quality of community medical and health services can find problems better in the service process and provide feasible suggestions for continuous improvement of service quality.In this paper,the supply of community health service mode and quality continuous improvement theory frame are analyzed.On this basis,a comprehensive evaluation system covering three dimensions is constructed including quality of target community medical and health services,service supply process and participants' perception.This paper analyzes the influencing factors with community medical and health service quality,completes the massive collection of evaluation indexes and the selection of index database,and gives the empowerment.The author conducted a case study on Haicang district of Xiamen and assessed the quality of community medical and health service according to 2013-2017 annual report data of medical and health institutions and questionnaire survey.The results of research show that the service quality of community medical and health service institutions is unbalanced at present.The main problems are poor service efficiency,imperfect service implementation and process management,and a lack of service supply which fails to meet the needs of residents.In this regard,this paper applies the basic theory of continuous improvement of public service quality to propose suggestions to continuous improvement of community medical and health service quality,including service quality planning and management,service supply optimization,service quality monitoring and feedback,etc.The innovation of this paper lies in the establishment of a three-dimension community medical and health service quality evaluation system with 131 three-level indicators,which highlights the functional positioning of community health service institutions.This paper uses data envelopment analysis,Pearson correlation coefficient analysis,principal component analysis and other methods to process the data to get the quality evaluation results and discuss the idea of quality continuous improvement.