Analysis of 388 telephone interview 12345 complaints based on patient perception quality / 中华医院管理杂志

Objective:To study the key factors that affect patients′ perception among the five dimensional factors of patients′ perceived service quality, and explore how to effectively rebuild patients′ confidence in the process of handling services with quality defects.Methods:A total of 388 12345 work orders from a Beijing stomatological hospital in 2021 were collected. The problems and solutions of patients′feedback were classified and standardized into tangibility, reliability, responsiveness, assurance and empathy. Chi-square test and logistic regression were used to analyze the relationship between relevant factors and problem solving rate, patient satisfaction.Results:There were 513 feedback questions in 388 return visit work orders, with 1.32 items for each. There were 83, 112, 126, 111 and 81 questions in the five dimensions of tangibility, reliability, responsiveness, assurance and empathy; 273 work orders had single-dimension problems, accounting for 70.4%, 105 work orders had two dimensional problems, and 10 work orders had three dimensional problems. Among them, the assurance dimension problem accounts for 47% and 100% of the work orders of two-dimension and three-dimension problems respectively; The proportion of unsolved responsiveness dimension problems was the highest, accounting for 31.7%, and there was a negative correlation between responsiveness dimension problems and patient satisfaction rate( r=-0.709). Conclusions:In the process of medical service, the basic quality and skills of medical staff are the basis of building patient trust. In the process of handling medical services with quality defects, it is most important that quickly respond to patients′ queries, which could help to rebuild patients′ confidence in the quality of services.

Profile and inspirations of hospital value-based purchasing of MS-DRG in the United States / 中华医院管理杂志

Pay-for-performance(P4P) is the third stage of payment evolution in the United States. As of 2010, the Centers for Medicare and Medicaid Services launched a series of P4P programs, including hospital value-based purchasing(HVBP) program. This paper introduced the background and eligibility of HVBP in the United States, focusing on the contents and calculation methods of HVBP as references for the reform of payment methods in China.

Research on the Innovation of Medical Service Quality Evaluation Under Mobile Internet Environment / 中国医院管理

Objective Under the trend of "lnternet + Medical service",key indicators of medical service quality are developed for innovation of monitoring medical service quality.Methods Converting the perception experience of each service item in the process of seeking medical treatment into quantitative measurement,and creating SERVQUAL service quality evaluation system.Results Based on the "patient experience",framework of medical service quality is constructed.The first level indicators include tangibility,reliability,responsiveness,assurance and care,economy,and effectiveness,etc.,while there are 25 secondary indicators.Conclusion Platforms can be constructed using mobile internet intelligent terminals based on patients' experiences.Medical service quality can be evaluated objectively in a timely manner through them.

Study on strengthening quality control of MSKUS for enhancing medical service quality / 中国医学装备

Objective: To strengthen the quality control of musculoskeletal ultrasound (MSKUS) equipment so as to enhance medical service level. Methods: The application status of MSKUS was analyzed, and the management system of MSKUS equipment was established. And hospital strengthened the quality control of equipment and the talent cultivation, and function department combined with function examination department to carry out application research of MSKUS technique for patients with traumatic superficial soft tissue injury. And the accuracy of examination about injury between MSKUS and MRI was compared. Results: Through established quality control system of MSKUS equipment and adopted relative measures, the failure rates of ultrasonic equipment decreased by 98% than before that, and the accuracy rates of examination was nearly 100%, and the errors rates of operation significantly decreased. On the other hand, the difference of examination accuracy between MSKUS and MRI was not significant, while the treatment cost of MSKUS was lower than that of MRI and it enhanced the medical service quality. Conclusion:Through strengthened the management of MSKUS equipment and established the quality control system, hospital can promote the constant improvement of the management of ultrasound equipment, and extend the application range of MSKUS equipment, and effectively enhance the medical services quality.

Analysis of social and policy factors affecting doctor-patient relationship / 中华医院管理杂志

This paper described the market reform′s influence and the healthcare reform on medical behaviors of both doctors and patients.It is held that the healthcare reform should ensure the public welfare nature of public hospitals and focus on medical quality and patient′s health,so as to promote the harmonious development of the doctor-patient relationship from the policy and practice aspect.

DRGs-based evaluation of medical service quality and performance at tertiary hospitals in Sichuan province / 中华医院管理杂志

Objective To evaluate the performance of medical services of 18 tertiary hospitals in Sichuan province in 2016 based on DRGs, to identify objective methods to evaluate service quality and performance of medical institutions.Methods Based on the homepage data of inpatient medical records from 18 tertiary hospitals in Sichuan in 2016, using diagnosis-related groups as a risk-adjustment tool, the study evaluated the medical service quality and performance from three dimensions:medical ability,service efficiency and medical Quality.Results In the evaluation of medical service capacity, hospital I had the highest number of discharged cases and total weight(83 405 cases and 126 522.22),and hospital G had the lowest discharge cases and total weight(2 350 cases,2 797.12).The highest number of DRGs group was from hospital B(661 groups),and the lowest from hospital G(43 groups).The highest value of CMI was from hospital F(2.091),and the lowest from hospital D(0.953).Hospitals B,I and P had wide disease type range,while hospitals F, B and I had higher overall technical level than the other hospitals.Of the service efficiency evaluation,hospital E had the lowest time consumption index(0.740),and hospital P had the lowest expenditure index(1.073).Of the service quality evaluation,hospitals F and G had the lowest risk of mortality and the lower risk of mortality(0.00%,0.00%).Hospital I had the highest total score (100.0 points), and hospital G had the lowest total score(51.1 points).Conclusions DRGs based evaluation on medical service quality and performance of medical institutions can ensure reliability and scientific adequacy of evaluation.It may contribute to the continuous improvement of medical quality, and provide data support and decision reference for medical service supervision.