Research On The Influence Of Non-skilled Factors To Medical Service Quality

With the national continuous progress of medicine and health system, quality of medical services is increasingly becoming the basis and core of health services management. A survey of Chinese Medical Association shows that non-technical quality of medical disputes is 74.4% of all, which indicates the scope of people's awareness on the expansion of medical quality. In addition to the well-known clinic technical factors, non-technical factors also began to play an increasingly important role, but there is very little systematic research on it. From the patients'feelings and cognitive differences to the non-technical factors, it is the purpose of this paper to explore the status quo of non-technical factors affecting the quality of health care, find the crux of the problem, and hospital provide effective management and service strategy to the hospital administrators and medical workers.This study combines literature analysis of qualitative research and field investigation of quantitative research, analyze and compare the index by using the method of mathematical statistics and analyze the relevant factors.This paper randomly selected 245 cases of patients from tertiary hospitals and 155 from the second-level hospitals in Henan Province to carry out empirical research. Basing on attitude of professional ethics, logistics service quality, doctor-patient communication, medical environment, service processes, medical costs, privacy protection, this paper designs the questionnaire which focuses on the patients'evaluation of the importance and recognition rate to the 7 non-technical secondary indicators and extended 35 tertiary indicators.Survey results show that patients consider the seven secondary indicators as the non-technical factors that affect the quality of medical services when they evaluate the two-different-level hospitals. Among them, medical costs and the attitude of professional ethics are the highest recognition rate and patients consider the attitude of professional ethics are the most important (4.19 points), the least that the service process (3.66 points).Comparing the importance scores of both intentions, patients generally give the low marks to the secondary hospitals, especially in the doctor-patient communication, medical environment, service processes, medical costs and privacy protection. Significantly, tertiary hospitals get higher score than the secondary hospitals do in at least three or more detailed indicators.The results showed that the patients refine the most important indicators are: I. Doctor-patient communication: the most valuable are listening to, checking on and explaining their conditions; II. medical environment: the most important are directional signs; III. Service process: the time waiting for treatment or examination; IV. Medical costs: Checking items are reasonable or not; V. Protection of Privacy: tertiary hospitals value the right to choose the best doctors, while secondary hospitals to respect the most national customs and religious beliefs. These tips hospitals should focus on the most valued aspects of these patients, suggesting that different levels of hospitals should improve the knowledge of these factors, Taking active measures to intervene in the activities.According to the conclusions, this paper makes recommendations for hospital administrators and medical workers to refer to: establishing the performance appraisal system, improving the supervision mechanism, which includes different levels of education and training to enhance the medical personnel's ethical awareness;embody the humane care, respect for the needs of patients, and focus on doctor-patient communication skills.Establish supervisory mechanism of logistics services to support hospital logistics. Improve the directional signs, plan regional management, optimize medical environment. Relying on network information technology, pay close attention to link management, and facilitate medical treatment. Reasonably plan medical examination project, and regulate medical costs. Medical workers should enhance the awareness of safeguarding to the rights of patients, and the protection of patient privacy.