Study On Public Hospital Service Quality Improvement

With the rapid development of China’s economic society,people’s living standards have improved significantly,and the demand for high quality medical services such as good environment conditions and service experience have grown gradually.Public hospitals shoulder the important strategic mission of healthy China and provide medical services to the people directly.They should further improve the quality of medical services to meet the new needs of people’s health.The article takes R Hospital of Luzhou as the research object.Through field research,the author studies the application of its service quality improvement project.By analyzing the satisfaction survey results of outpatients and inpatients of R Hospital in 2018 and 2022,the author verifies the effectiveness of its service quality improving measures in the past four years.According to the research,from 2019 to 2022,R Hospital introduced the 9S management mode and carried out training,built a team of internal trainers,established a particular management department,set up a convenient service center and a mobile guidance team,which have achieved effective results in service quality improvement.The experience of R Hospital owns certain guiding significance and high practical value.At the same time,the study explores the existing problems in the service quality management of public hospitals,for instance,the supervision and assessment from both government and hospital are not in place,the service quality evaluation item system is not reasonable enough.The article puts forward countermeasures including strengthening supervision and examination,modifying evaluation item system,improving the management organizational structure of public hospital and strengthening the construction of service culture in public hospital.