Research On Gansu Provincial Hospital Quality Of Service Upgrade Strategy

With the development of people's living standard,the expectation and the demands of people for medical treatment and public health is ever-increasing.Meanwhile,fierce competition comes with the transparency and openness of the medical treatment market.In the fifth session of China's 18th General Committee,in the program "Healthy China 2030",it is clearly expressed that medical institutions are required to offer high-quality service.How to strength the management of the medical treatment?How to improve the service quality of hospitals?The solutions of these problems are not only the most indispensable part of the medical reform,but also the necessary means of competition among hospitals.Thus,the far-reaching development and the existence of hospitals depend greatly on the quality of the medical treatment service.This thesis first focuses on the study of the quality of medical treatment services and the theories of the study.And then discourses the development of Gansu Provincial Hospital,the main administrative offices,professional work,manpower resources,regulations and the current situation of the hospital.This paper,taking Gansu people's hospital as the research object,starts the research with hospital's development history,organization structure,scope of business and existing quality regulations of medical service.On the basis of some current theories,this thesis also uses questionnaire survey to get to know the comments the patients made on the hospital.The strategies that aim to improve the situation of the hospital are also based on the five aspects of the SERVQVAL model.In addition,by using descriptive method and SPSS data analysis,this thesis aims to find that patients have higher requests in hospital costs,the internal and external environment of the hospital,medical procedures,the skill of the hospital personnel,medical morality and the service attitude of hospital staff.Focusing in the above mentioned problems,some strategies are proposed.For example,reducing costs,improving the medical environment,optimizing service progress,improving medical technology and service attitude.With those efficient strategies,the medical service of Gansu people's hospital is expected to be advocated.This thesis mainly studies the strategies of improving the service quality of Gansu People's hospital.In doing such research,the quality improvement process can be supported actively,and meanwhile,the satisfaction degree and the cognition degree of the patients for hospital can be raised by standard and optimized diagnoses and treatment.At the same time,the study of strategies can better allocate resources,strengthen humanistic care of the medical service and improve service efficiency.Based on the above conclusions,people's demands for medical treatment will be met and also healthy relationship between doctors and patients will be built,therefore,the economic benefit of Gansu People's hospital will be raised and thenceforth,the sustainable development of the whole hospital will be achieved.However,since this thesis has strong pertinence,it is impossible to be applicable to various medical institutions.Besides,due to the limitation of the author's ability in some fields,thus,the sample size of the questionnaire is small.Whereas,this thesis is not representatives of all patients and not very universal.In the long term,more efforts will be devoted to future research to explore the study of more comprehensive and universal quality of medical service.