An Empirical Study On Internal Service Recovery Of Hospital

ObjectiveThe purpose of this study is to discuss the dimensions of hospital internal service recovery structure,to develop evaluation tools,to understand its current situation and its impact on job burnout,turnover intention,service recovery performance and doctor-patient relationship of medical staff,and to put forward countermeasures and suggestions.The results provide reference value for health management departments to formulate relevant policies,promote physical and mental health of medical staff,reduce job burnout of medical staff,improve service quality of medical staff and improve doctor-patient relationship.MethodThis study mainly used literature analysis,interview(25 medical staff),key event law,expert consultation method,questionnaire method(pre survey 200 medical staff,formal survey 610 medical staff)to explore the scale structure dimension and survey the status quo;The exploratory factor analysis,confirmatory factor analysis reliability,reliability and validity test,difference test,correlation analysis,path analysis,regression analysis were used to analyze the data by SPSS20.0 and AMOS22.0.ResultThe Hospital Internal Service Recovery Scale involved three dimensions:which were hospital support(6 items),complaint management(5 items)and decision authorization(5 items).The fitting indexes of confirmatory factor analysis?~2/df,RMSEA,GFI,AGFI,NFI and CFI are 2.594,0.074,0.900,0.866,0.906 and 0.939,respectively,and the model fitting is good.The Cronbach's?coefficient of the scale and all dimensions were more than 0.8.The hospital internal service recovery score was 3.295±0.772,and the dimension scores from high to low,followed by complaint management,hospital support and decision authorization.There were statistically significant differences in the scores of medical staff in terms of occupation,sex,hospital grade,age,education background,working years,comparison title and employment forms(P<0.05).There was a significant negative correlation between the dimensions of internal service recovery and job burnout and turnover intention(r=-0.112?-0.409,P<0.05),and a significant positive correlation(r=0.116?0.665,P<0.05)between the service recovery performance and the dimensions of doctor-patient relationship,among which the total score of hospital internal service recovery,complaint management and hospital support were not related to the dimensions of quasi objective combination(P>0.05).Hospital internal service recovery can negatively predict job burnout and turnover intention of medical staff,and job burnout can positively predict turnover intention,with path coefficients of-0.48,-0.22,and 0.60,respectively.Job burnout has partial mediating role in hospital internal service recovery and turnover intention,with the mediating role of 0.28,accounting for 57.2%of the total effect.The three dimensions of hospital internal service recovery can positively predict the service recovery performance of medical staff(?=0.153?0.344,P<0.05).The dimensions of hospital support and decision authorization had a positive impact on the subjective experience dimension in the doctor-patient relationship(?=0.283,0.149,P<0.05).ConclusionsMedical administrators should pay attention to the internal service remedy and its influence,actively increase the internal service remedy to the medical staff?strengthen hospital support,promote physical and mental health of medical staff,and improve hospital complaint management system,increase the safety of the medical staff?and reasonably authorize the medical staff to improve their work enthusiasm.