Research On Hospital Prceived Service Quality Of One Tertiary General Hospital In Qiqihar

Objective: By analyzing the current situation and assess the quality of prceived service of one tertiary general hospital in Qiqihar, looking for inadequate or insufficient service of this hospital, we develop measures to improve the quality of service, explore ways to improve the quality of hospital services, provide some reference for other hospitals to enhance the quality of hospital services.Methods: Taking questionnaires, in a way of face-to-face investigation and on-site site recycling, ensure the authenticity and accuracy of the collected information. Questionnaire survey included outpatients and hospitalized patients in one tertiary general hospital in Qiqihar. Satisfaction data of hospital medical technology, medical ethics situation, and treatment processes and clinic environment were collected.Results: The total survey questionnaires were 430 copies, 410 valid questionnaires were collected, with the recovery of 95.3 %(410/430). Outpatients were 200 people and inpatients were 210 people. Satisfaction assessments of medical technology [(96.3% vs. 96.4%)(13.11 ± 2.75 vs. 13.29 ± 2.78)], medical ethics situation [(93.6% vs. 93.9%)(18.08 ± 4.93 vs.18.93 ± 4.74)], treatment processes [(93.8% vs.93.9%)(13.53 ± 3.18 vs.13.54 ± 3.48)], clinic environment [(91.9% vs.91.8%)(10.89 ± 2.90 vs.10.18 ± 2.89)] and total service [(93.5% vs. 93.8%)(2.78 ± 0.73 vs.2.88 ± 0.71)] from outpatients and inpatients had no significant differences(P>0.05). Satisfaction assessments of medical technology, medical ethics situation, treatment processes, clinic environment and total service from different ages, educational backgrounds and professions of outpatients and inpatients had no significant differences(P>0.05). Satisfaction assessments of medical ethics situation [17.42 ± 4.82(M) vs. 18.87 ± 4.96(F)] and total service [2.67 ± 0.75(M)vs. 2.90 ± 0.72(F)] from female outpatients were lower from male outpatients(P<0.05). Satisfaction assessments of medical technology([13.67 ± 2.84(M) vs. 12.87 ± 2.70(F)] from female inpatients were lower from male inpatients(P <0.05).Conclusion:1. Findings of satisfaction assessments of prceived service from outpatients and inpatients from one tertiary general hospital in Qiqihar 1.1. Satisfaction assessments of total service from outpatients and inpatients in one tertiary general hospital in Qiqihar are more than 93.0%. Moreover, satisfaction assessments of total service from outpatients and inpatients have no significant differences.1.2. Satisfaction assessments of outpatients and inpatients are the same order: medical technology[96.3%(O)/96.4%(I)], treatment processes[93.8%(O)/93.9%(I)], medical ethics situation[93.6%(O)/93.9 %(I)] and clinic environment [ 91.9%(O)/ 91.8%(I)]. Moreover, satisfaction assessments of medical skills, medical ethics, treatment processes and clinic environment from outpatients and inpatients had no significant difference.1.3. Age, education background and occupations of outpatients and inpatients do not affect satisfaction assessments of one tertiary general hospital in Qiqihar.1.4. Sex does affect satisfaction assessments of one tertiary general hospital in Qiqihar. Female patients’ satisfaction assessments are lower than that of male patients. 2. Advices for one tertiary general hospital in Qiqihar to improve service quality It is suggested to build a patient-centered and market demand-oriented service quality system, to improve the quality of service awareness, to optimize outpatient services processes, to improve outpatient service quality, to focus on the effectiveness of patient and medical staff communication, to establish a rational treatment process, to strengthen medical ethics and security work and to emphasis on evaluation of the quality of patient hospital services.