The evaluation and analysis on medical service quality of inpatient department of public & nonprofit hospital

Abstract

The supply process and quality of medical service is related with the benefit of the general public, the evaluation and improvement of the medical service quality should be laid store by the charge department of hospital and hospitals themselves. The service quality of inpatient department is an important aspect of the hospital quality management. This paper constructs the evaluation index system of medical service quality for inpatient department, and employs the analytic hierarchy process to determine weights of forces based on the judgment of the specialists. Ten public & nonprofit hospitals in Nanjing have been studied; the result of evaluation of their medical service quality for inpatient department is gained, by using TOPSIS method and cluster analysis method. This research has been affirmed by the Health Bureau of Nanjing and the research also offers some decision reference for them.