Research on the construction of medical service quality evaluation index system in the perspective of patients

Abstract

This paper aims to use the theory of service quality evaluation and the method of mathematical statistics, initially establishes a medical service evaluation index system based on the archival research, experts consultation and patients communication. According to the prepared index system, the authors use questionnaire survey method to explore the major considered factors when patients evaluate the medical service quality, by utilizing a series of statistical analysis methods to screen and prove the indicators, finally establishing an evaluation index system which base on the perspective of patients and also be able to reflect the technical quality and the functional quality of the medical institutions. This index system emphasizes the patients' dominant position in the medical service quality evaluation, holds the service mission throughout the whole evaluation process. This new index system can achieve the goal of evaluate medical service quality in a scientific way.