Exploration And Practice Of Third-party Evaluation In Promoting Scientific Development Of Hospital

BackgroundHealthcare Undertaking protecting people's health influences the happiness of millions of households, has an important role and status to build a harmonious society.With China's accession to the WTO and in-depth advancement of China's medical care system reform, medical service market competition has become pluralistic. The hospital has carried out such investigations in 1990s and it has played a positive role in improving the hospital's reputation and expanding the hospital's social impact. However, the hospital's survey of patient's satisfaction lacks the objectivity in the process of questionnaire design, the investigation personnel and target, statistical methods and so on, which often influence the accuracy and authenticity of the evaluation results. The results can not be standard parameters to test the quality of service and usually have little meaning for the refinement of hospital management and scientific management.ObjectiveThe research aimed to implement guidance and evaluation to various reform measures, through continuous evaluation to Shengjing Hospital attached to China Medical University by third-party organizations, in order to explore the significance of promoting the scientific development of the hospital. The objective, scientific and just principles were followed in the multiple innovations explored in the evaluation system and evaluation methods in practice, which provided important evidence for the hospital's further reform, service quality improvement and scientific management enhancement.MethodsShenjing Hospital of China Medical University has entrusted a professional organization for five consecutive years to carry out the evaluation of social satisfaction according to its own situation, that is, the third-party evaluation. The research aimed to observe the dynamic fluctuation in the aspect of social satisfaction during a five-year period through on-spot questionnaires and random-call surveys among 19910 inpatients, outpatients and the staff. From the result of the third-party evaluation of the previous year, Shengjing Hospital was able to timely find the climbing-up and going-down categories and the existing problems in the hospital management as well, adjust its management concepts, implement a series of related reform measures, meet the needs of the patients and dynamically observe and appraise the outcomes of the reforms through third-party evaluations.ResultsThe degree of social satisfaction of Shenjing Hospital climbed for five consecutive years.Conclusion(1) The third-party evaluation of social satisfaction strengthened the detailed management and improved the quality of service of the hospital.(2) The evaluation promoted objective-specific construction of the management system.(3) The evaluation enhanced the management level of the hospital.(4) The evaluation enhanced the reputation and further strengthened the core competitiveness of the hospital.