Development Of Hangzhou Level-three A Hospitals' Medical Services Quality Assessment Scale Based On Patients' Perspective

30years after reform and opening up, especially in recent years, dramatic increase in medical services'cost, the average medical expenses of people's total expenditure ratio increased significantly. Medical output and the level of people's health are not satisfactory.The quality of medical services is stagnating. How to improve the quality of medical services? We believe that the correct evaluation of the quality of medical services is the premise to improve the quality of medical services.Objective:This research looking forward to build Hangzhou's third-grade-A-class hospitals(Level-three A hospitals, the same below)non-tech quality of services evaluation index system, aiming at the development from the patients'perspective of the scale of the level-three A hospitals'non-tech service quality. And scale's reliability, validity and discriminant validity have been checked. Providing a scientific tool for the evaluation And management of the quality of hospitals' services.Content and methods of research:1.Literature. Literature collection sources are the Chinese Journal Full-text database, network of Chinese academic journals published in the pool, the Chinese master thesis database, China Full Text Database, PUBMED, etc.2.Experts advices.This study, the index system established two expert advice. The first round of consultation questionnaires were distributed and nine, nine recovery rate was100%, the second round of expert consultation questionnaires were distributed to nine, nine recovered, the rate was100%.3.In-depth interviews.In this study with experts, the questionnaire respondents, medical workers on indicator selection and investigation of the contents of an in-depth conversation.4.Questionnaire investigation and statistical analysis. The definitive indicators system transformed into a standardized questionnaire. Conducted a preliminary investigation and a formal investigation. Using statistical methods dealt those survey results.Results:1.This paper via summarizing methods and fruits of previous studies, Constructed level-three A hospitals'non-tech service quality evaluation index system. This index system made up of5first-class indexes(domain) and22second-class indexes(facet).2.According to constructed indexes we formalized scale(questionnaire) and through empirical research to examine the reliability and validity of the scale.Passed pre-investigation and formal investigation,the scale Cronbach's a reliability coefficient is0.904;factors'cumulative contribution rate is69.89%, indicating that the scale has good reliability and validity.Conclusion:1.Hospitals emphasize on technical quality, meanwhile take various measures to improve the quality of non-tech quality to enhance the doctor-patient relationship. Medical service quality is patients'perceptive quality.It's good or not decided by patients not by hospitals'conductors or health bureau.It is pretty requisite to appraise medical service quality by patients.2. Non-tech service quality evaluation scale constructed by this study has high reliability (Cronbach's a is0.904) and validity (factors'total contribution rate is69.89%).