Study On Strategies For Improving Medical Service Quality Of X Public Hospital In Liaoning Province

With the continuous development of the market economy,the continuous and in-depth progress of the reform of the medical and health system,and the medical market is becoming increasingly competitive.Public hospitals should not only pay attention to assume social responsibility,but also give consideration to the operation efficiency,so the development of hospitals is faced with opportunities and challenges.Medical treatment is an important topic of people’s livelihood,and it is difficult and expensive for people to accept medical treatment.How to give full play to the public welfare of public hospitals,promote the quality of medical services,and provide high quality medical services for the people which has become an urgent issue.Taking the public hospital of liaoning X as the research object,and liaoning X public hospital medical service quality promotion strategy as the research content,the author combines with maslow’s hierarchy of needs theory,theory of continuous quality improvement theory,the new public service theory,public management theory knowledge,uses the method of literature,investigation,and analyzes the present situation of hospital development.The author draws lessons from national public hospital satisfaction survey platform and provincial hospital performance appraisal satisfaction questionnaire from Liaoning province,and ascertains the liaoning X public hospital medical service quality questionnaire structure dimension,and the main content.Among them,the questionnaire on hospital medical service quality perceived by patients can be mainly summarized into six dimensions:medical technology,service process,medical environment,service attitude,medical cost and overall feelings.The questionnaire on medical service quality of hospital perceived by employees is mainly composed of six dimensions:hospital construction,hospital management,daily work,development space,salary and treatment,and overall evaluation.Based on the actual situation of the hospital,the questionnaires on medical service quality perceived by patients and staff are designed to analyze the problems existing in the process of improving the quality of medical service in liaoning X public hospital.Patient satisfaction survey results show that the lower dimension mainly includes the service process,service attitude,overall feelings and medical environment.Employee satisfaction from low to high dimension sorting is salary treatment,the hospital construction,daily work,which are mainly classified into the hospital environment and infrastructure construction that does not reach the designated position,the medical treatment process cumbersome and testing time is long,patients have certain pressure on health care costs,employees lack of initiative and concept of service worker cultural cultivation and humanistic care enough.In view of the problems found,analyzing the reason for the existence of the problem is that the hospital covers an area of space and the surrounding traffic restrictions,hospitalizing process and the unreasonable resources disposition.The hospital makes a diagnosis and gives treatment of knotty particularity and charges unreasonable clinical behavior,hospital humanistic care and incentive mechanism that does not reach the designated position,and popular science education and foreign propaganda are not enough.This paper draws lessons from the experience and preactice of medical service institutions in the United States,Germany,Japan and other regions in China to improve the quality of medical service,and finds that innovation of patient service management mode,improvement of medical service quality evaluation,and focus on the initiative of internal staff and plays a certain role in promoting the improvement of medical service quality.According to the survey’s results and the experience and practices at home and abroad,the strategy to improve the quality of medical service in LiaoNing X public hospital is studied and formulated.Measures are mainly from the two characters of external customer and internal customer worker perspective,through which strengthening the construction of hospital environment and infrastructure,to improve medical process and the experience,and promote staff service consciousness and service efficiency,increase the unreasonable fees regulatory penalties,strengthen the construction of hospital culture and the humanistic concern,popular science education and enhance hospital propaganda way of improving the quality of medical service,improving patients go to a doctor.In the process of investigation and research on hospital medical service quality,the research methods and the obtained research results will be used to improve the quality of medical service for other medical institutions and provide reference for the health administrative departments to evaluate the effect of hospital medical service quality management.