Evaluation And Application Of Jinan Medical Association Service Effect

In order to solve the problem of "difficult to see a doctor",to maximize the utilization of medical resources and to realize the reasonable diversion of residents' medical treatment,the central and local governments of China actively explore the construction of up-down joint medical consortium.The construction of medical consortia is conducive to promoting the implementation of hierarchical diagnosis and treatment,optimizing the structure of medical resources,realizing the sinking of high-quality resources,and effectively improving the medical service capacity at the grass-roots level.Since 2016,Jinan has actively explored the innovation mode of Medical Association.Although some progress has been made,the referral rate of Medical Association is relatively low at this stage,the willingness of primary diagnosis is not strong,and the actual benefit of patients is relatively low.In order to break through the bottleneck of the construction of medical consortia and realize the model innovation and development of medical consortia,it is necessary to evaluate the service quality of current medical consortia.Based on the SERVQUAL model,this paper constructs the service quality evaluation index system of Jinan Medical Association from the perspective of patients' satisfaction,and then applies the evaluation index system to the practice of service quality evaluation of Jinan Medical Association,analyzes the service quality problems of Medical Association,analyzes the causes and puts forward countermeasures.The main ideas of this paper are as follows:(1)to build Jinan Medical Association service quality evaluation index system.This paper uses the service quality model in the field of management to build the evaluation index system of Jinan medical service quality,which includes five dimensions: assurance,empathy,tangibility,reliability and responsiveness.Then use AHP to distribute the weight of each dimension and index,construct a set of evaluation index system of Jinan Medical Association service quality;(2)Medical Association service quality evaluation.In this paper,332 valid sample data were obtained by questionnaire and interview.Spss22.0 was used for statistical analysis to get the service quality gap and overall service quality of Jinan Medical Association service indicators and dimensions.The results show that:(1)in terms of service quality,the overall service quality level of Jinan Medical Association does not meet the expectations of patients,and the patients' satisfaction is low;(2)in terms of service quality,patients' satisfaction is high in tangibility and responsiveness,but poor in reliability,empathy and assurance Patients' expectations;(3)from the perspective of various indicators of service quality,the assurance of the medical level of basic medical institutions,follow-up visits from superior hospitals,support from large hospitals to subordinate hospitals,Medical Association publicity and other indicators' perception expectation gap is large,which does not meet the needs of patients;the hospital's appointment and referral number source is sufficient and the indicators such as registration,medical treatment and drug taking time are basically met.Patients' needs and satisfaction are high.Finally,this paper analyzes the problems in the operation of the Medical Association from the government and hospitals.Based on the experience of Taiwan Medical Association and Nanjing Gulou medical group Suqian mode construction,six suggestions are put forward to improve the service quality of Jinan Medical Association: improving the medical association mechanism guarantee;implementing the separation of management and management;defining the position of hospitals at all levels in the Medical Association;establishing personnel management and performance evaluation system;building the "Internet + Medical Association" mode;improving social awareness.