The Study On The Service Quality Of Family Doctors In Urban Community

“Health is the first wealth of life”,General Secretary Xi highlights the importance of healthy China strategic goals in the report of the Nineteenth National Congress of China.If we refine the path to achieve the healthy China strategic goals,it must be one of the best choices for every citizen to “have a doctor for illness”.As an important measure for people to enjoy basic medical and health services and improve people’s health level,community health service is conducive to alleviate the difficult and expensive problem of residents’ medical treatment.The quality of family doctors’ service which are the main body of community health services and the “gatekeeper” of residents’ health and medical expenditure control,will directly affect the creators of material wealth.Therefore,the paper takes the quality of family doctors’ service as the starting point.The paper is divided into eight parts.The first and second parts are the basis of the research which introduce the background and significance of the topic,research methods and other contents,define and sort out the relevant concepts and theoretical basis.The third part is the problem orientation of the paper.By combing the development process of family doctor system in China,the current situation and existing problems of family doctors’ service in China are analyzed.The fourth part to the sixth part are the core and focus of the paper.Among them,the fourth part designs the evaluation index system of family doctors’ service quality,which studies the composition of the family doctors’ service system,the characteristics of the family doctors’ service and its quality,the basis for selecting and the construction of the index system.In the fifth part,based on the theory of service quality and the application of SERVQUAL model,according to the particularity of family doctors’ service,the dimension of “economy” is added,which forms six evaluation dimensions: reliability,assurance,responsiveness,empathy,tangibility and economy.Thus,the model of family doctors’ service quality is constructed,which is also a possible innovation in this paper.The sixth part carries out an empirical study on thequality of family doctors’ service in urban communities.It includes two aspects.On one hand,it verifies the feasibility and scientificity of the model of family doctors’ service quality constructed by the paper.On the other hand,it uses the model to analyze the situation of family doctors’ service quality in Shanghai,and reveals the reasons for the problems.The seventh and eighth parts are the practical directions of the research.According to the results of empirical analysis,this paper puts forward countermeasures and suggestions to improve the quality of family doctors’ service in urban communities,and makes a summary and outlook.The conclusions drawn are as follows in this paper.Firstly,based on the analysis of family doctors’ service status,it can be concluded that the contracted service of family doctors facilitates the residents’ medical treatment to a certain extent,reduces the residents’ medical and health expenditure,and improves the doctor-patient relationship.Secondly,based on the analysis of service quality gap,there is still a big gap between residents’ actual feelings and expected services in terms of economy,responsiveness and reliability,the service quality needs to be improved.Thirdly,based on the results of empirical analysis,the external conditions such as the perfection of policy system and the level of community health care resource allocation,the service providers such as family doctors’ service,the number of family doctors and so on,and the diverse needs of contracted residents have different degrees of impact on the quality of family doctors’ service.Finally,based on the study of service quality,strengthening the government’s attention,improving family doctor training system,guiding residents to establish correct concepts and exploring a new model of health management combining internet and family doctor will lay a solid foundation for improving the quality of family doctors’ service in urban community.