Comparison Of Reasonable Medical Examination Service Evaluation Between Doctors And Patients Based On SERVPERF Model

ObjectiveMedical examinations play a vital role in all stages of diagnosis,treatment and prognosis,but with the widespread use of medical examination technology,medical personnel have begun to rely excessively on medical examination instruments and equipment,resulting in unreasonable medical examinations,manifested as "excessive examinations","defensive examinations" and "repetitive examinations ",which have intensified the doctor-patient contradiction.In order to provide a reference for the rectification of unreasonable medical examination,this study was based on medical examination service process,combined with SERVPERF model,to investigated and compared reasonable medical examination service evaluation between doctors and patients.MethodsThis study reviewed domestic and international references to understand the theory and application of SERVPERF model,as well as researches on rational medical examination.Combined with expert advice and doctor-patient improvement suggestions,we designed and improved two versions of medical examination service evaluation questionnaires for doctors and patients,and randomly selected patients and medical staff from 3 Grade A hospitals in Guangdong Province for investigation.Statistical methods such as descriptive analysis,Chi-square test,Fisher test,multiple comparison and Binary Logistic Regression were used to analyze reasonable medical examination service evaluation by both doctors and patients from multiple perspectives,and the factors affecting the evaluation of both doctors and patients were analyzed from different dimensions and demographic factors of SERVPERF model.The factors influencing the doctor-patient assessment were analyzed from demographic factors and different dimensions of SERVPERF model.Differences are considered statistically significant as P<0.05.Results(1)In terms of specific items,the percentage of reasonable medical examination services as perceived by patients was greater than 63.47%,and the percentage of reasonable medical examination services as self-assessed by medical staff was greater than 77.61%.(2)The difference in the evaluation of reasonable medical examination services between doctors and patients was statistically significant in all dimensions,P<0.01;and the difference in the overall evaluation of medical examination services between doctors and patients was not statistically significant,P>0.05.(3)The differences of two items assessments by doctors and patients each in tangibility and reliability dimensions were statistically significant,P<0.05:and the differences in the assessments of all items in responsiveness,assurance and empathy dimensions were statistically significant,P<0.01.(4)The difference of age group and education on patients’ assessment of reasonable medical examination service was statistically significant,P<0.05;and the difference of gender and professional title on medical staffs self-assessment of reasonable medical examination service was statistically significant,P<0.05.(5)Factors affecting the overall evaluation of patients,in descending order of influence,are prioritising the patients’interests,feeling respected,and being timely informed of the medical examinations results.Factors affecting the overall evaluation of medical staff,in descending order of influence,are making patients feel at ease,prioritising the patients’interests,the medical examination equipment matches the patients’examination needs,professional and skilled operations,comfortable and clean environment,and trustworthiness expertise.Conclusion(1)Both patients’and medical staff’s rationality assessments are generally positive,with differences in assessments across dimensions.(2)Patients’ evaluations focused more on the medical staff themselves than on objective conditions.(3)Age and education affect patients’ perception assessments,and gender and professional title affect medical staff’s self-assessments.(4)The service items affecting the rationality evaluation of both doctors and patients are different.(5)Suggestions:implement mutual recognition of medical examination results and refine the criteria for mutual recognition;strengthen effective communication between doctors and patients and promote humanistic care;implement hierarchical diagnosis and optimize examination process;optimize hospital compensation mechanism and reform salary structure.