Research On Service Quality Evaluation Of M Hospital In Shijiazhuang

Medical service is related to people's vital interests and livelihood,and also effects the reformation of medical and health system.Over the years,Chinese medical institutions have implemented the concept of "patient-centered" service and the purpose of serving the people,but patients' satisfaction still needs to be improved,contradictions between doctor-patient are highlighted,disputes continues,relationship of them is still tense;on the other hand,with the development of the time and the deepening of the new medical reformation,hospitals are facing a new situation of improving medical services and deepening the medical reformation to put forward new ideas for medical services.Requirements of the customers increase new demands for medical services.Hospitals are facing unprecedented opportunities and challenges of improving the quality of service.Only by continuously improving the quality of medical services,hospital will gain advantages in competition and achieve benign circle.Therefore,how to improve the quality of medical services and alleviate the tense doctor-patient relationship is particularly important in the context of the implementation of the current new medical reformation program and the build of a harmonious society.On the basis of literature analysis and on-site investigation,combined with the actual situation of Shijiazhuang M Hospital,this paper first takes SERVQUAL model as the design basis,and from the perspective of patient satisfaction,constructs a patient satisfaction index system based on medical service quality.On the basis of questionnaire survey,a scientific and objective comprehensive evaluation of medical service quality suitable for Shijiazhuang M Hospital is made.The system uses the comprehensive scoring method to determine the weight and design the survey plan of patient satisfaction;secondly,according to the analysis of the survey results,to find out the problems and weaknesses in the quality of service in the hospital,combined with the requirements of the National Action Plan for Further Improvement of Medical Services,analysis and summary of the reasons;finally,targeted countermeasures and suggestions are put forward,through effective proposals.The means to improve the quality of medical service are to meet the needs of patients with multi-level medical and health care services,improve patients' medical experience,improve social satisfaction,strive to build a harmonious doctor-patient relationship,help the hospital to better and more effectively manage the quality of medical service,win market competition,seize opportunities in the new situation,gain advantages in competition,and achieve sustainable development of the hospital.