The Research Of Service Quality Evaluation Of SPD Supply Chain Management Of Hospital Medical Consumables

In the process of deepening the reform of medical and health system in China,policies such as reducing medical expenses and comprehensive reform of public hospitals have been introduced accordingly,and the transformation and upgrading of management system,operation mechanism and governance system of public hospitals have been promoted.In the field of supply chain management of hospitals’ medical consumables,domestic hospitals have tried to introduce new public management concepts and practices,and opened a new public-private partnership management mode,namely SPD supply chain management.With the aim of guaranteeing medical needs and the support of information technology,social capital undertakes the specialized management of supply,processing and distribution of medical materials in the hospital,so as to realize the whole process supervision and ensure the quality and safety of medical materials in the hospital.Compared with developed countries such as the United States and Japan,in the field of hospital material management,domestic SPD supply chain management service started late.Currently,domestic research mainly focuses on the content and application of hospital medical consumables SPD supply chain management,and the research on SPD supply chain management service quality evaluation is relatively less.In view of this,this paper attempts to explore the evaluation of service quality of hospital medical consumables supply chain management from the perspective of total quality management and SERVQUAL model.Through literature,medical supplies SPD supply chain management,hospital quality management,service quality evaluation and other related documents were collected,to extract the relevant service quality evaluation index elements as a reference basis.Through investigation of hospital medical supplies SPD supply chain management service quality,on-site observation of service process,personnel behavior,facilities and equipment,direct access to the C hospital staff to understand the demand for services,and holding regular panel discussions to understand and summarize information related to service quality evaluation of SPD supply chain management for hospital medical consumables,then analysising based on five dimensions of SERVQUAL model including tangibility,reliability,responsiveness,assurance and empathy,to further concise the related 30 factors that affect the quality of service of SPD supply chain management of hospital medical consumables.SERVQUAL model is used to construct the service quality evaluation system of SPD supply chain management for hospital medical consumables.Based on this,questionnaires are designed.Empirical research is carried out in C Hospital.338 valid questionnaires were obtained by means of network questionnaires.SPSS 23.0 software was used to test,statistics and analyze the survey data,it is concluded that there is a certain gap between the service quality of SPD supply chain management of C hospital medical consumables and the expected standard of hospital staff.From the perspectives of SPD,third-party internal management,hospital supervision and management,hospital and SPD third-party cooperative management,the causes of the problems are analyzed.Based on the empirical research and analysis conclusions of C Hospital,the paper puts forward countermeasures and suggestions to improve the service quality of SPD supply chain management of hospital medical consumables for the reference of government decision makers,hospital managers and enterprise managers,including improving the total management mechanism of SPD supply chain management service quality,strengthening the evaluation mechanism of SPD supply chain management service quality,building a smooth and long-term communication mechanism,and optimizing the service mode of SPD supply chain management.The purpose is to promote hospitals and enterprises to play their respective functions and advantages,constantly optimize the SPD supply chain management service mode of hospital medical consumables,provide patients with quality and safety of medical consumables,and provide a strong guarantee for the quality and safety of medical services.