| With the deepening of the new medical reform,remarkable achievements have been made in grassroots healthcare work,and people’ s healthy living standards have been gradually improved.However,people’ s medical and health needs have also been continuously increasing with the implementation of the Healthy China Strategy.As the gatekeepers of residents’ health,the service quality and level of community health service centers not only affect patient satisfaction but also are directly related to the physical and mental health of residents.Residents or patients are the recipients of community health services,and their evaluation can best reflect the service quality and effectiveness.Therefore,based on the “patient-oriented” service concept,this study analyzes the shortcomings in current community health services through patients’ evaluation of community health service quality,so as to improve the quality of community health services and enhance patients’ satisfaction and trust in grassroots medical care.In this study,the relevant research at home and abroad was first reviewed,including the theory,mode and quality evaluation of community health services,as well as the application of SERVQUAL in the medical and health fields.Additionally,the relevant concepts of this study were defined,namely community health services,medical service quality and community health service quality evaluation,and relevant theories were elaborated,including customer-perceived service quality theory,service quality gap theory and SERVQUAL evaluation model.On this basis,a patient perception-based evaluation index system for community health service quality was constructed through literature analysis and expert interviews.The weight of each dimension and index was determined using the analytic hierarchy process(AHP),and finally a corresponding questionnaire was developed.Through a questionnaire investigation,the service quality of community health service centers in an urban area of Guiyang was investigated,and patients rated the service quality by five-level Likert scoring method.According to the results of the questionnaire investigation,patients’ evaluations of expected,perceived and overall service quality were analyzed,the shortcomings in community health services were identified,and targeted suggestions and measures were proposed based on the main problems.The results showed that the patients’ overall evaluation of the quality of community health services was-0.5785,a generally low level.From the perspective of expected service quality,the overall average score was 4.225(4.149～4.339),with assurance > reliability > responsiveness >empathy > tangibility.In terms of perceived service quality,the overall average score was 3.673(3.578～3.727): tangibility > responsiveness > reliability > assurance > empathy.As for the gap,the overall difference between perceived and expected service quality was-0.552(-0.713 ～-0.422),presenting tangibility > responsiveness > reliability > empathy > assurance.The service quality(SQ)from high to low was empathy(-0.0490),tangibility(-0.0545),responsiveness(-0.0998),reliability(-0.1359)and assurance(-0.2394)successively.The service quality evaluation results reveal certain shortcomings in community health services: insufficient invested service funds and policy support;inadequate community health talents and overall qualifications to be improved;not perfect consultation process and referral process to be optimized;backward management mode,limited business scope and insufficient medical guidance;outdated service concept and not strong patient-oriented service awareness.For the existing problems in community health service quality,the following suggestions and measures are proposed: increasing funding and policy support;enhancing the professional ability and quality of health talents;optimizing community consultation and two-way referral processes;improving management mode and medical guidance;updating service concepts and adhering to patient orientation. |
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