Research On Quality Evaluation Of Community Traditional Chinese Medicine Services

Research background and objective: How to improve the quality of community TCM services to meet the needs of the masses for TCM services is a concern of the government and academia.Based on the theory of management and basic health service,this paper studies the evaluation of community TCM service from the perspective of the demander,analyzes the relationship between the total score of community TCM service quality evaluation and relevant indicators,and discusses the countermeasures to improve the quality of community TCM service.Methods: A questionnaire survey was conducted among 195 patients in Nanming District and Huaxi District of Guiyang city who had received traditional Chinese medicine service in the community by using the community TCM service quality evaluation scale.The evaluation includes five dimensions of tangibility,reliability,responsiveness,assurance,empathy,and a total of 20 indicators.The reliability and validity of questionnaire: the Cronbach's Alpha was 0.906 and the KOM was 0.876.The scoring method uses Likert Scale(Likert Scale)5-level scoring method,the highest score is expected to be 5 points.Results: 1.The total score of community TCM service quality evaluation(3.82 ±0.62);the scores of each dimension: tangibility(3.64 ± 0.67),reliability(3.93 ± 0.65),responsiveness(3.71 ± 0.78),assurance(3.92 ± 0.69),and empathy(3.87 ± 0.79);2.The relationship between the total score of community TCM service quality evaluation and each dimension: tangibility(r = 0.933,P = 0.000),reliability(r = 0 950,P = 0.000),responsiveness(r = 0.933,P = 0.000),assurance(r = 0.911,P = 0.000),empathy(r = 0.874,P = 0.000);3.The results of multiple linear regression analysis show that 9 indicators,such as age of patients,spatial layout of TCM departments,medical technology attraction,treatment effect,service state,waiting information,service timeliness,privacy security,service publicity,etc.,are available in the community The total score of medical service quality evaluation was predictive,and the partial regression coefficients were 0.095,0.090,0.096,0.118,0.174,0.115,0.304,0.200 and 0.233(P < 0.05).Conclusion: 1.The overall evaluation of TCM service quality in Nanming District and Huaxi District of Guiyang city is not high,especially in the dimensions of tangibility and responsiveness;2.The age of patients,the spatial layout of TCM departments,the attraction of medical technology,treatment effect,service attitude,waiting information,service timeliness,privacy security,service publicity and so on are related to the evaluation of TCM service quality in the community.Suggestions: 1.Reasonably plan the layout of TCM departments in the community to provide comfortable diagnosis and treatment environment for patients;2.Improve the construction of characteristic TCM services to enhance the attraction of medical technology;3.Consolidate the concept of "patient-centered" to improve the service level of medical staff in three aspects: service attitude,waiting information and timeliness of service.4.Improve the privacy and confidentiality mechanism of health institutions to ensure the privacy and safety of patients;5.Carry out diversified publicity activities of traditional Chinese medicine to improve patients' awareness of traditional Chinese medicine,especially young patients.