Evaluation Of The Quality Of Hospital Services Based On Customer Satisfaction Perspective

Medical service as guarantee human health is one of the basic public service that takes the party and government and the international community's extensive attention. In the 1980s ,because of the government taking away in the field, " difficult and expensive to see doctor " has been blamed for the "service-oriented government", also make medical services the most disgruntled of al the basic public services. Outpatient service is the window of the public hospital, it is used mostly of the public health service, how to develop scientific, objective of medical service quality evaluation tools, become a new round of "cure" and its benchmarking urgent problem to be solved.This article by "customer satisfaction" as the theoretical guidance, combining previous research and medical service consumption behavior characteristics, construct public hospital outpatient service satisfaction model. Choose outpatient sessions as primary index overall satisfaction, service, medical convenience degree comprehensive complete medical treatment, medical expenses, environmental and formalities medical service quality, launched five secondary indexes for 45 items the third level evaluation index system, so as to provide reference of medical service quality evaluation. Through 580 questionnaire who has received the inhabitants of public hospital outpatient service in the past 12 months, from sample characteristics, reliability and validity, overall satisfaction, each dimension satisfaction, clinic health service important degree, the demographic characteristics of satisfaction analysis of the differences of characteristics and satisfaction with the correlation and other aspects of the data analysis. Conclusions: (1) from the gender, health, income, etc indicators sample strong representative. Cronbach alpha coefficients in the reliability and determination KMO value represents the structural validity explain questionnaire has good reliability and validity; (2) overall satisfaction well, satisfied, not satisfied with of 29.2%, some 14.9% of satisfaction general 51.8% still need to improve, satisfaction. Service fee and service quality satisfaction minimum, over 40% of the people not satisfied; (3) in five aspects of outpatient service in an important degree sequence quality, reasonable service charges, the service is complete, the agency's convenient and comfortable extent and convenient degree; (4) service is complete, the convenience degree and reasonable service charges, medical environment and formalities, service quality and patient satisfaction significant positive correlation, and verifies the research hypotheses.This paper will improve public hospital outpatient service satisfaction and public hospital management .Puts forward corresponding Suggestions: (1), take government as the leading to increase the public hospital financial investment; (2) "patient as the center" to promote outpatient service innovation; (3) promote health legislation, harmonious doctor-patient relationship; (4) strengthen the health administrative supervision work, execute "accountability". These improvements, trying to improve kunming public hospital outpatient service satisfaction, promote the reform, improve kunming public hospital medical service supply, make public health level continuously improve. So as to realize " the twelfths five years planning" presented in "everyone will have access to basic medical and health service" and lay a solid foundation.