Study On The Evaluation Of Health Service Quality Of Urban Community Chronic Diseases Based On SERVQUAL Model

With the increasing aging of the population and the increasing pressure of life in China,not only the number of elderly patients with chronic diseases has increased,but also the risk of disease among young people has increased.Chronic diseases in China have seen a high incidence rate in the past ten years.In the future,society and families are also facing enormous burden of disease.The State Council pointed out in The notice of China’s medium and long term plan for the prevention and control of chronic diseases(2017-2025),that we should make full use of grass-roots medical institutions to carry out the prevention and control of chronic diseases,and do a good job in the continuous improvement of the quality of health services for chronic diseases.Urban community health service is an important foundation of the health service system.It is imperative that the prevention and treatment of chronic diseases sink to the grass-roots level.Therefore,the main goal is to continuously improve the quality of urban community health service.SERVQUAL model is an important method to evaluate the quality of health services for chronic diseases in urban communities.Through the construction of index system model for the quantitative analysis of the quality of urban community health services for chronic diseases,we can intuitively show the patients’ expectation and perception of community health services,so as to find out the advantages and disadvantages of community health services.Based on the calculation of the difference between perception and expectation,this paper analyzes the problems in various aspects of community health services,and puts forward suggestions to improve the quality of urban community health services for chronic diseases.On the one hand,improving the quality of community health services for chronic diseases is conducive to enhancing the satisfaction and trust of patients with chronic diseases in community health services;on the other hand,it is also conducive to improving the management level of community chronic diseases,so as to achieve the ultimate goal of protecting the health rights and interests of residents.This study reviewed the domestic and foreign community health service model,community chronic disease management methods and community health service quality evaluation.This paper reviews the basic concepts of chronic diseases,service quality and urban community health service,and expounds the service quality theory and service quality gap theory of customer perception.Combined with the characteristics of chronic diseases in urban communities,the evaluation index system was established by literature analysis,the Likert 5 rating standard was used to prepare the scale,the weight of evaluation index system was determined by in-depth interview and AHP,and the final questionnaire was generated.408 valid questionnaires were distributed and collected from six community health service centers in Zhenjiang,Jiangsu Province.SPSS 24.0 was used to analyze the data,which showed that the questionnaire had good reliability and validity.Descriptive statistical analysis,patient expectation and perceived service analysis and SQ value analysis were carried out for the data of the questionnaire,so as to get the results and find problems,and put forward targeted suggestions to improve the quality of urban community health services for chronic diseases.The results show that the scale based on SERVQUAL model has good reliability and validity.From all dimensions,the quality of service(SQ value)after weight handling is from high to low,which are tangibility,economy,empathy,assurance,responsiveness and reliability.The higher the score,the better the quality of service.There are the following problems in each dimension: in the aspect of tangibility,the community lacks advanced facilities and equipment;in the aspect of reliability,the subjective initiative and service consciousness of medical care are poor,and the process of community referral service is not smooth;in the aspect of responsiveness,the community does not respond to the needs of patients when they are seeking medical treatment in time,the regular follow-up of medical care is not in place,and the waiting time of patients is not stable;in the aspect of assurance,the community The trust between doctors and patients is poor,and the health education and answer questions of chronic diseases in the community are not in place;in empathy,the medical care ignores the personalized care for patients,and the community does not fully consider the interests of patients;in economy,there is a large burden of drug costs,and the drug types do not cover the drug needs of patients with chronic diseases.On this basis,the following suggestions are put forward: the government should increase capital investment and policy support;attach importance to the introduction and training of health talents;optimize the process of medical treatment and referral;improve the level of chronic disease health management;improve the health resource sharing platform;cultivate the concept of people-oriented community health service.