Study on the Situation and Improving Strategies of Medical Services Based on the View of Patients

Abstract：Objective To understand the patients' experience,needs and expectations on medical service,and put forward measures to improve the patients' experience and public hospital medical service.Method 180 patients were interviewed face-to-face in-depth in 15 public hospitals from 5 cities (Suzhou,Changzhou,Yangzhou,Yancheng and Huaian),which were located in southern,middle and north of Jiangsu,each city included one municipal hospital and two county hospitals.Result Patients are satisfied with obvious improvement of service attitude on patients,standardization of diagnosis and treatment and enhancement of medical technology.Dissatisfied aspects focus mainly on high medical costs,tong clinic waiting time and excessive examination.Patients hope that medical technology can be heightened,communications between doctors and patients can be strengthened,service attitude improved and medical cost reduced,and they can obtain more care from medical staff.Conclusion The current medical service can be improved by standardizing medical behavior and enhancing the medical technical skill,strengthening the medical humanistic care and building a harmonious relationship between doctors and patients,optimizing the procedures which centered on patients,using drugs rationally and making medical price more transparent,improving infrastructure and creating a good medical treatment environment,strengthening the construction of primary health institutions and carrying out the gatekeeper roles.