Research On Improving The Internal Service Quality Of Public Hospitals Under The Background Of "one Hospital, Multiple Districts

In recent years,the National Health Commission and local health administrative departments at all levels have successively launched policy documents on the construction of "one hospital with multiple districts" in public hospitals,which has provided policy guidance and more external opportunities for the development of "one hospital with multiple districts" in public hospitals;At the same time,the difficulties faced by public hospitals in improving regional radiation capacity and reducing the pressure on medical services also provide an inherent demand for the development of "one hospital with multiple districts".Driven by external and domestic demand,the development of "one hospital with multiple districts" has entered a new stage,which also means that public hospitals must have higher internal management capabilities to meet the needs of the times.However,current research on internal service quality,whether domestic or foreign,is mostly focused on enterprise management,while less research is focused on public organizations,including public hospitals.The internal service quality of a hospital guided by the modern hospital management system determines the satisfaction of medical personnel,which is closely related to the hospital’s work efficiency and medical service quality,and has an indirect impact on patient satisfaction.Therefore,how to improve internal service quality,thereby achieving a leap in external service quality,and thereby promoting the high-quality development of public hospitals is a realistic issue that hospital managers urgently need to address.Based on the above research background,this study was conducted using a combination of qualitative and quantitative research methods.By combining new public service theory,service profit chain theory,internal marketing theory,incentive theory,etc.,it completed a survey of the actual situation of the internal service quality of Qingdao F Hospital.Based on the research results,analysis and discussion were conducted to identify five issues with internal service quality: inadequate internal interaction mechanisms,unsatisfactory work returns,unreasonable work arrangements,need for improvement in the work environment,and differences in internal service quality between different hospital sections.Based on the above issues,insufficient internal service awareness,inadequate incentive mechanisms,high physical and mental pressure on medical staff,and inadequate hospital cultural construction were identified There are five reasons for the difficulty of cultural integration in each district.Based on the problems and causes of internal service quality found in the study,this paper proposes ways to improve the internal service quality of public hospitals in the context of "one hospital with multiple districts" from five aspects:strengthening top-level design,strengthening incentive mechanisms,enhancing rights and interests protection,improving infrastructure,and optimizing the external environment,with a view to providing theoretical support and experience for the improvement of internal service quality in public hospitals of the same type and the construction of "one hospital with multiple districts".