Research On The Status Quo And Improvement Strategy Of Service Quality Management In A Eye Hospital

With the continuous deepening of China's reform and opening up,the rapid development of the national economy,the overall level of the people have been significantly improved,the continuous accumulation of national wealth and the continuous improvement of people's living standards have also contributed to the rapid development of China's medical and health undertakings.As the main organization providing medical products and services to the public,the hospital is increasingly important in the social production and life.On the other hand,with the improvement of the living standards of the people,they are paying more and more attention to their own health.They also have the ability to devote more material and financial resources to health care.At the same time,they are increasingly demanding services when they receive hospital treatment.Under such a large social background,the hospital,as a service organization,wants to fully meet the needs of patients by providing products and services to society.In order to improve its market competitiveness,it is necessary to continuously improve its own products and services to improve customer satisfaction with the service in order to meet the hospital's own development and the needs of the public.On the other hand,with the continuous deepening of medical reform in China,coupled with the growing public demand for medical services,China's private hospitals have obtained unprecedented opportunities for development.Private hospitals have also won more customers through their own specialist advantages.However,from the overall perspective,private hospitals in China are restricted by economic factors.They cannot compare with local large-scale state-owned top-three hospitals in terms of medical technology and social reputation.In this environment,if private hospitals want to win the market and customers,they need to start from the service aspect,constantly improve their quality of service while constantly improving their service quality,by providing patients with high quality,satisfactory service and retention.And attract more patients.It is based on this,this paper regards the satisfaction degree of customer service in private hospitals as the research object,adopts a combination of empirical analysis and case analysis,and evaluates the current hospital customer service satisfaction through questionnaires,interviews and other forms.As a private hospital,A eye hospital researches the factors influencing hospital customer service satisfaction,and proposes corresponding improvement measures on existing problems.This has strong reference value for other private hospitals to improve service level and customer service satisfaction.This article first adopts the expert method to design the questionnaire,and designs the questionnaire from the aspects of medical level,doctors' attitudes,hospital procedures,medical environment,medical expenses and doctor-patient communication.Then,a regression model was established to measure the satisfaction of customer service in hospitals.After empirical analysis,the customer's satisfaction with the hospital's overall service is not high,and A-eye hospital has many problems in terms of customer service satisfaction.Based on the analysis of the problems and the current actual situation of the hospital,this article points out that in order to improve customer service satisfaction,A eye hospital needs to carry out six aspects: medical level,service attitude,treatment flow,hospital environment,medical expenses,and communication between doctors and patients.Optimization,to meet the needs of the hospital's own development,and continuously improve the hospital's market competitiveness.