Research On Improving The Quality Of Outpatient Medical Services Of WCH Hospital

In recent years,with the continuous improvement of people’s living standards,people’s concern about their own health has increased with each passing day.Large public hospitals have attracted more and more people’s favor owing to their strength and service capabilities.At present,the phenomenon of “three longs and one short” in public hospitals,which are long waiting time for clinic registering,clinic charging,medicine picking-up but short time of medical advice receiving,is generally common.Especially during the peak period of consultation,congestion is often occurred in outpatient clinics.The outpatient clinic is the first stop for patients to contact hospital.The quality of outpatient service directly reflects the quality of the hospital’s service management and is the most intuitive experience for patients to seek medical treatment.The quality of medical services is one of the key criteria to measure the service level of a hospital.To value the improvement of the quality of outpatient medical services has important theoretical and practical significance to promote the continuous improvement of hospital management model,meet the patients’ needs,and improve medical experience.Based on the research on the quality of outpatient medical services in WCH hospital and with reference to sound practices and successful experiences of service at home and abroad,this dissertation analyzes and summarizes the status and problems of outpatient medical service quality,and proposes countermeasures and suggestion for the problems in the outpatient medical services of WCH hospital.Firstly,the current status of the outpatient service quality of WCH hospital is analyzed,including the current situation of the hospital,the current status of outpatient visiting process,changes in the number of outpatient visits,etc.,the problems and causes of the outpatient service quality of the hospital are analyzed through field survey and expert interview,which serves as the basis for the next adjustment strategy.Secondly,the influencing factors of the quality of outpatient medical services in WCH hospital are analyzed.The literature review method is applied to find out the influencing factors that affect the quality of outpatient services,and the analytic hierarchy process is used to analyze the importance of the influencing factors.Finally,the quality of outpatient services is improved in a targeted manner,and a comparative analysis of the pre-and post-adjustment plans is carried out by contrasting the data,and targeted safeguard measures are proposed.