Research On Service Quality Improvement Strategy Of Chengdu BCT Private Hospital

At present,the medical technology capability and medical quality level of our country have achieved great development and progress,at the same time people’s income level and health awareness have been improved,their health needs are multi-level and diversified,and their expectations of medical and health services are getting higher and higher.For the private hospitals in our country,their service quality is still far from the level of people’s expectations,and evaluating and studying service quality will help the private hospitals narrow the gap in the patient’s perception of service quality.Thesis take Chengdu BCT private hospital as the research object,and evaluate and study the service quality of it from the perspective of patients’ perceived service quality,so as to improve its service quality pertinently.Firstly,conduct a field survey of Chengdu BCT Private Hospital and understand the current status of the hospital’s service quality.Secondly,a five-dimensional service quality evaluation index system is constructed based on the SERVQUAL scale combined with the service characteristics of the medical service industry and the actual business conditions of the hospital,and then a questionnaire including service expectation and service perception is designed.Thirdly,carry out the questionnaire survey and analyze the results of the questionnaire data,the results show that the average difference between the sample respondents’ scores on the service quality of Chengdu BCT private hospitals are negative,which indicated that the perception of the service quality of the hospital by the patients who came to the hospital is not reaching the level they expected.Subsequently,find out the main problems existing in the hospital’s service quality combined with the current situation of the hospital’s service quality and seek out the main causes of these problems with the fishbone diagram analysis method.At last,Some strategies for service quality improvement are proposed on the basis of the classification and summary of the causes,including improving the configuration and management level of equipment and facilities,strengthening the construction of hospital disciplines and talent development,exploring and practicing new service mode actively,strengthening employee service standards and behavior management,and accelerating the cultivation and construction of hospital culture.