Accountability on medical service quality in China / 中国卫生政策研究

ABSTRACT

This paper explores accountability on medical service quality in China. Based on a literature analy-sis and model building, the paper analyzes different actors involved in the management of medical service quality in China from the‘who is accountable, accountable to whom, accountable for what’ three dimensions. The study found that there is a gap between how managers and patients perceive quality, and we need to start the patients’ accountabil-ity. Appeared quality standard gap and service delivery gap, we need to start the medical institutions internal ac-countability. Appeared marketing communication gap, we need to start the social accountability. Among the entire accountability system, how to improve patient satisfaction and the quality of medical services, patients’ accountability plays a key role, is the core part of the accountability system.