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

ABSTRACT

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.