Research On The Evaluation And Improvement Strategy Of Outpatient Medical Service Satisfaction Of Wenzhou R Public Hospital

It has been 14 years since the implementation of China’s medical reform policy in 2009.With the continuous development of social economy,"healthy China" has become an important development trend in the new era.The Fifth Plenary Session of the 19 th CPC Central Committee proposed to comprehensively promote the construction of a healthy China,implement the public health responsibilities of medical institutions,speed up the expansion of high-quality medical resources and regional balanced distribution,speed up the construction of a hierarchical diagnosis and treatment system,and strengthen the construction and management assessment of public hospitals.The report of the 20 th National Congress of the Communist Party of China regards promoting the construction of a healthy China as the development goal of the new five-year plan,and continues to make efforts in deepening the reform of the medical and health system and the reform of public hospitals oriented by public welfare.With the gradual improvement of China’s medical and health pattern,hospitals at all levels have to face new situations.Therefore,medical needs have become more diversified.In the evaluation of hospital performance and hospital grade,the proportion of patients’ satisfaction will also be reflected.It has become a standard that can be used to measure medical services.Based on the new public service theory,this paper establishes the evaluation index system of outpatient medical service satisfaction of R public hospitals in Wenzhou.Through the Delphi method,the hospital internal medical staff,management staff and relevant experts were consulted to establish the satisfaction questionnaire for this study.A questionnaire survey was conducted in the outpatient department of R Public Hospital in Wenzhou City,and the evaluation data obtained was analyzed to summarize the current situation of outpatient medical service satisfaction.It was found that there are problems with outpatient medical service satisfaction,including shortcomings in medical technology,lack of service spirit among staff,insufficient systematization of service processes,and disagreement with medical expense standards.The reasons for these problems are concentrated in two aspects,The main internal reasons are that the service culture system has not yet formed,the structure of medical talents is unreasonable,the quality of medical personnel needs to be improved,and the system implementation is lacking.The external reasons are mainly concentrated in the uneven allocation of government medical system resources,unreasonable growth of medical expenses,and insufficient investment in hospital construction;The impact of sudden public health events,public opinion,and misleading online information in society;New needs from patients and insufficient trust between doctors and patients.Based on the above issues and combined with actual situations,suggestions for improvement and optimization have been proposed.Internal improvements include: firstly,improving the hospital’s internal level of medical technology;secondly,building a digital smart hospital;thirdly,building a service culture system;fourthly,strengthening the construction of talent teams;fifthly,strengthening internal supervision;and sixthly,creating a public opinion environment to achieve this;External improvement can further promote the improvement of hospital medical services,enhance patients’ sense of medical access,and assist in the construction of a "Healthy Wenzhou" by fully leveraging government functions,creating a positive social environment,and changing patient attitudes.