Evaluation Researches On The Procedure Of Medical Service Taking Military Officers As An Sample On The Basis Of Customers’ Values

With the scientific development of building national military and the fast promotion of building a well-off society in an all-round way, the status of cadres’health care is more significant and national militaries put forward a new and higher claim on the health care. Meanwhile, more and more cadres pay attention to their health and living quality increasingly, especially raising an emergent claim on early treatment for diseases, efficient treatment for chronic diseases. Under the circumstances, medical health faces new opportunities and challenges. The characters of military officers’statuses and their contributions to the country determine the specialty of their needs and satisfaction of medical care, which leads to higher requirements of service procedures, quality and efficiency of medical care. The officers emphasize different high-level services and individual medical satisfaction, smooth and efficient process of hospitalization, effective connection between diagnosis and treatment, human experiences and the degree of satisfaction. It is an important subject heads at all levels stress and medical institutions research actively how to offer individual and multi-level medical care services and to implement national and military emphasis and solicitude in real earnest basing on officers’special requirements. Among researches, a large army general hospital heads undoubtedly. As the health base of the central government, the clinical division of the large army general hospital has formed its characters and strengths in systemic establishment, hardware equipment, talent groups, procedural management and so on. After long-term practices, it has set up an over-all healthy management mechanism and structure human service procedure meeting different demands, taking health and physical examination as the base, healthy evaluation and disease alarm as the kernel, sort management and effective intervention and combination of prevention and care as the methods, healthy perfection as the target. Deeply summing and researching the practices not only guides other institutions also guides scientific development of the health care.Objects:To offer health care services out of the officers’expectations and create health strengths by evaluating the overall effectiveness of the procedure military officers get health care services with advanced international management thoughts and analyzing the characters of health demands and the satisfactory requirements for efficient procedure of health care from the angle of cadres.1 to build value model and index system for military officers and make theoretical references for related researches on the cadres’health care, basing on deeply deducting the advanced international theories such as customers’values, business process management and so on and on seeking advices from experts;2 to establish scientific methodology for improving the service procedure by structuring the management and operation of the health care service from the angle of cadres;3 to open up a new way for macro-evaluation and performance analyses of the health care by establishing a method of analyzing and evaluating the health procedure on the basis of researching the health demands and satisfaction;4 to get the characters of the health demands and the driving factors of satisfaction among the military officers systemically to offer practical evidences for the health care by analyzing the real evidences of the cadres’needs and satisfactions for health care.Methods:At president, there are no systemic theories and operations on researching the elements and driving forces of customers’values and business managements and evaluations in the theoretical field and there are few evidence researches, especially in the medical field, the researches are primary and limited on the whole and the theories don’t match the medical industry though many hospitals attempt to improve and perfect the service procedure,“taking patients as the kernel”. Many researches are not done and proved systemically from the relations between hospitals and medical service objectives, internal competitive environment in hospitals, contributive degrees to the objectives of the segments in the whole procedure of health services and different health demands at all levels. Therefore, we should not only prove and perfect the above factors in theory, but also apply the value theories and management thoughts in a certain field. In the dissertation, the writer combines the theoretical and practical researches, which assure the science and application of researches because the former offers premises and bases for the latter, while the latter raises evidences and supports. In the theoretical researches, the writer structures the model, the index system and the operation of researches by combining, analyzing, creating related documents home and abroad and by advising experts mainly with literature analyses. In the practical researches, the writer raises constructive suggestions for the lower satisfaction to reach the health services out of the cadres’expectations by selecting, collecting and analyzing the large and reliable data which are related with those who are diagnosed, treated in the clinic division of a large army general hospital in 2006.1 to 2009.1 with Questionnaire for the Health Service Demands of Cadres and Questionnaire for the Health Service Satisfaction of the Cadres.Results:1. In the dissertation, the writer defines the value of the health care objectives as the combination of the perception preference and evaluation which the health care objectives weigh the contribution and work of the health services and additional services during a certain period to realize their special aims in the scope of their certain health demands and selections under the circumstances of specific health services. It is the balance of the perception advantages and disadvantages in which perception advantages refer to all of those benefits the health care objectives obtain in the health services, including kernel benefits, tangible benefits, expectative benefits and extending benefits, while perception disadvantages refer to all of the costs that health care objectives pay for getting health care services, covering currency costs, time costs, physiology and psychology costs. According to the definition, the value of the health objectives are divided into scene dimensions and level dimensions. The former refers to the health objectives rely on certain consumption scenes when they recognize and evaluate all elements of health service values and the latter refers to the different values medical services provide have various importance from the angle of health objectives.2. On the basis of theoretical deduction, the writer raises value model of the health objectives and value index system and structure the management and operation of the service procedure from the angle of the customers’ values, combining the health care practice. First, the writer structures the index system of evaluating the objectives’ values, according to which the writer deducts the research indexes on the demands and satisfactions of the objectives’ health and analyzes the demands and satisfactions, whose analyses shows the overall evaluation of the procedure operation. The writer redesigns or perfects the procedure to meet the medical demands of the cadres on the basis of the evaluations. There are two activities in the frame: one is the analyses of factors driving the objectives’ values and the other is the evaluation of the medical service procedure, which will show the conditions of realizing the expectations pf the medical services and meet various demands for medical services.3. The results of the researching the demands for medical services indicate that the demands for the medical services tend to be diversified. At the same time the medical technology is paid attention to, demands for the convenience of hospitalization, follow-up treatment, respect and privacy protection are higher while the results of researching the satisfaction of the medical services show that the retired cadres in the system are not satisfied with the food, hospitalization, treatment and so on at the same time they are satisfied with the overall services highly.4. The results of the deep conversations with the health objectives show that some cadres claim the examination, pharmacy, hospitalization, health propaganda and education. There are 30 retired cadres claiming the examination is tiring, wishing the medical institutions will set up a mechanism to examine the cadres at different levels and suggesting that the large army general hospital should examine important items and be responsible for the analyses while the other items such as blood tests, type-B ultrasonic, chest x-rays can be examined by other divisions or institutions. Also 25 cadres wonder whether they can hospitalize for examination in 3-7 days a year or once two years. 15 cadres wish that diseases from the examinations or items for reexamination should be informed clearly to themselves, avoiding seeing wrong doctors. On pharmacy, there are 26 retired cadres reflect that the pharmacy for military cadres should be turned into local control and the pharmacy for the diseases diagnosed such as heart attacks, diabetes should be increased to a higher level in the clinic. On hospitalization, there are 45 retired cadres claim that the hospital doesn’t solve the difficulties for hospitalization at all though some measures have been implemented. Most interviewees wish that they can hospitalize within one week. On the procedure of diagnosis and treatment, 80 cadres wish that doctors can offer detailed answers and patient guidance, good communications between medical staff and health objectives, especially that doctors can actively explain the treatment plan guide pharmacy, answer the patients’ questions carefully and show their care to the patients. They also wish that the nurses will actively introduce the knowledge about medicines to the patients when they distribute the medicines. On the information of health care, 76 retired cadres are eager for knowledge lectures of the aged health care and related advices. They expect the divisions can do more propaganda and education related their own characters. Besides,20 retired cadres wish the hospital can stress the diagnosis connected with different divisions and organize experts’ consultation in time.Conclusions:1. As the health care base of China’s central government, the clinic division of the army general hospital has reasonable overall procedure of the medical services which are presented by:(1) the idea and management of the above procedure conform to the theory of customers’ values and the advanced international requirements of the business management, and also it presents the highest standard in the cadres’ health care, typically combining advanced international theories and management practices of modern health care.(2) the procedure can provide individual full-set medical services for the cadres on each link such as clinic, examination, treatment, hospitalization, follow-up visit and so on. Each division can connect with another smoothly, create values out of the cadres’ expectations, meet the cadres’ demands for medical services and win the cadres’ confirmation fully.(3) the outstanding health benefits created by organizations, positions and responsibilities, regulations, processes and coordination between divisions related with the procedure of the medical services can make references for the other institutions.2. The demands for the medical services from the cadres in the clinic division tend to be diversified. Under the preconditions of medical technology, they pay much more attention to the hospitalizing conveniences, diagnosis and treatment in time, respect, awareness, and follow-up treatment, which indicates that the people are fully confident in the level of the medical technology in the division. They fully represent the specialty of these cadres who are unlike other people taking medical technology as their first choice.3. At the same time they are highly satisfied with the overall medical services, the retired cadres in the division are not satisfied with the follow-up visit and ask for strengthening the follow-up visit and treatment, which shows that these retired cadres are eager to be visited, educated and guided for recovery and treatment at home because they are aged and have more chronic diseases.