Evaluation Of The Service Quality And Promotion Measures Of Hebei X Public Dental Clinic

Due to the change of diet structure and the aggravation of aging population,oral disease has become a "family disease" that affects people's health.As a public hospital's dental clinic,its social responsibility should guarantee the basic quality of oral healthy.The word "basic" is also changing with the development of social economy and the needs of the people,which needs to improve the quality of outpatient medical service supply,meet the needs of patients,and alleviate the disharmony between doctors and patients.From the perspective of patient evaluation,this paper aims to solve the "micro" problems in the supply of oral outpatient services,and give specific reference suggestions for the prominent problems in the supply of public oral outpatient services,so as to promote the quality of oral services.In this paper,through the analysis and induction of the domestic and foreign medical service quality research,following the selection principle of the index system,drawing on the evaluation index and system of other scholars,combining with the actual situation of the dental clinic,the author puts forward the evaluation system of the medical service quality of the dental clinic based on the perception of patients,and compiles the reliability and validity qualified questionnaire.The design of the evaluation system and questionnaire is based on three theories: Maslow's hierarchy of needs theory,service quality evaluation theory and continuous quality improvement theory.This study adopts research methods: literature research and expert interview are used in the construction of index system;after collecting data,basic statistical methods are used to carry out descriptive analysis and difference test for service quality;IPA matrix analysis method is used to find out outstanding problems of outpatient service quality.The analysis of IPA matrix shows that the outstanding problems of outpatient service quality are: high outpatient medical cost,low evaluation of diagnosis and treatment quality,neglect of patients' right to know,inadequate care and help services,trust crisis between doctors and patients and poor effect of question answering.Based on the analysis of the causes of the problems,this paper points out that "six needs" should be considered in improving the quality of outpatient service: first,we need to control the "bad variables" that affect the growth of outpatient service costs;second,we need to improve the quality of diagnosis and treatment of medical staff;third,we need to standardize the obligation of medical party to inform;fourth,we need to improve the service awareness of medical staff;fifth,we need to improve the constraint and regulation mechanism of trust between doctors and patients;six,Health publicity and education need to be strengthened.