Research On The Evaluation Of Medical Service Quality Of Family Doctor In Tianqiao District Of Jinan City

With the economic development,scientific and technological progress,the concept of change,people gradually on the quality of life have a higher pursuit of their own health concerns are also rising.In the context of accelerated population aging,the incidence of chronic diseases such as hypertension and diabetes continues to rise,and the share of medical expenses in household expenditure continues to rise,coupled with long-standing traditional medical practices(regardless of a serious illness or ailment,the patient preferred to go to the major hospitals),resulting in the residents difficult to see a doctor.In the current environment of the poor access and high fee,people’s demand for basic medical services is becoming stronger and stroner.In order to achieve medical treatment diversion,medical center of gravity down to meet people’s demand for medical services,family medical services as a community health services,an innovative model came into being.Tianqiao District of Jinan City since 2011 has carried out the pilot work of family medical service,although the results were obtained,the government of Jinan still faces many problems,so to achieve further expansion of coverage and even universal,they must be the current quality of service evaluation,in order to find the direction of improving quality more accurately,to improve the level of medical services and to enhance the trust between residents and family doctor,so as to promote the smooth development of family medical services.Based on the theory of new public service and the theory of service quality,this paper,combined with the local development status,has established the evaluation system of medical service quality of family doctor in Tianqiao District of Jinan City.The reliability and validity of the index system were tested by the pre-test,and a formal questionnaire consisting of five dimensions(tangibles,reliability,assurance,convenience,caring)and 22 indexs was established.Then,a random sampling survey was conducted on the contracted residents of four community health service centers in Tianqiao District.Based on the collected data,the expectation-perception gap analysis,the paired T test and the quadrant analysis method were used to analysis the indexs of the evaluation of medical service quality of family doctor in Tianqiao District of Jinan City.Based on the SERVQUAL evaluation method,the author evaluted the quality of the family doctor medical services in the Tianqiao District by using the product scale method to calculate the weight of the service expectation score.The study found that the medical services provided by family doctor in Tianqiao District of Jinan City has not yet reached the desired level of residents,and the future work still needs to focus on the improvement of service quality.In the five dimensions,assurance,tangables,reliability and convenience need to be focused on strengthening;In the 22 indexs,in addition to answer doubts,notice timely,active care and personalized service 4 indexs’ SQ value is greater than 0 need to continue,the other indexs are to be further strengthened.According to the current evaluation results of family doctor medical service quality,the author put forward the countermeasures and suggestions to improve the quality of medical services for family doctor,such as multi-channel propaganda,increase government investment and establish a sound family doctor training mechanism.