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Study on the improvement of medical service quality in Beijing’s Tianqiao Community Health Service Centre

He Qiong, Li Qixiao, Chen Jindong

Engineering Management in Production and Services

2022

Vol. 14, no. 4

61--76

Within the context of the COVID-19 pandemic, community-level medical institutions as health service centres have been gaining importance in the medical reform expansion. As prior research has not fully addressed how to index and evaluate the quality of medical service, this article proposes a framework based on the service quality gap theory and the three-faceted “structure–process–outcome” quality evaluation theory. The study took the medical services at Beijing’s Tianqiao Community Health Service Centre as an example to construct an index system for medical service quality evaluations. Data was collected from 211 people, and SPSS software was used for data processing and analysis. Due to the COVID-19 pandemic, patients without serious diseases tend to choose community hospitals to reduce their infection risk. As a result, they have growing requirements for clinics to have more departments and specialists. The studied community health service centre has encountered difficulties connected to low patient expectations, a poor medical environment, outdated hardware and equipment, and a low level of medical services. Some suggestions have been made to add specialised departments and consider the convenience of medical treatment for the elderly.