Study on the Improvement of Medical Service Quality in Beijing Tianqiao Community Health Service Center

Authors

  • Qiong He
  • Qixiao Li

DOI:

https://doi.org/10.56028/aemr.3.1.383

Keywords:

community health service center; quality improvement; service quality; SERVQUAL model;big data

Abstract

Community health service centers are community-level medical institutions that implement a tiered diagnosis and treatment system, whose development profoundly impacts the establishment of basic medical and health systems with Chinese characteristics. Improving and enhancing medical service quality is a key problem for community health service centers.This study is based on the gap theory of service quality and the three-dimensional theory of “structure-process-outcome” quality evaluation. Taking the medical service of Beijing Tianqiao Community Health Service Center as an example, this study constructs an index system of medical service quality evaluation. Through the investigation of 211 people, SPSS software was used for data processing and analysis. The study found that most patients has evaluated the medical service quality in beijing tianqiao community health service center as greater than expectations, whose qualified items accounted for 93%. Among them, the scores of efficient business handling, docking and referral with large hospitals and accurately recording the diagnosis and treatment process are high, while the actual perception scores of patients on reasonable distribution of departments and clear signs and multiple types of specialist clinics are lower than the expected scores. Through communication with patients and hospitals, on the one hand, in the form of COVID-19, patients are willing to choose community hospitals if they are not suffering from serious diseases in order to reduce the risk of infection. On the other hand, in order to facilitate the masses and reduce the pressure of class III hospitals, the government has invested a lot of funds in the development of community hospitals, and patient satisfaction has been improved. As more and more people go to community hospitals, people have higher and higher requirements for the distribution of departments and diversified specialist clinics. Based on this, some suggestions are put forward to establish and add specialized departments and consider using technologies such as information IT to improve the convenience of medical treatment for the elderly.

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Published

2023-02-08