Performance Evaluation of Medical Services in County-level Public Hospitals in Jiangsu Province Based on Patients' Experience

Abstract：Objective To evaluate medical service performance of county-level public hospitals from the perspective of the patient experience.Methods Using typical sampling method to choose Zhenjiang and Yangzhou as sample cities and to choose Jurong,Danyang,Baoying and Gaoyou as sample counties.The results of medical service performance evaluation of county-level public hospitals were calculated according to the scale scoring method.Results The top three scores of the first-level index of county public hospitals were relationship between doctors and patients,overall evaluation and service management,while the scores of quality efficiency and medical expenses were low.Through further understanding patients' experience and evaluation of hospital services,it was found that the top five scores of patients experience were checking patient information,protecting personal privacy,the necessity of laboratory tests,timely answering and timely help.The latter five scores of patient experience were multi-channel registration,channels to reflect opinions to hospitals,expenses uncovered by insurance reimbursement,check waiting time and one person one clinic.Conclusion The results show that the overall evaluation of medical services is better.The relationship between doctors and patients is good,but patients have low level of knowledge with their own disease.The burden of medical expenses is still heavy.The county-level public hospital technology level is low and that needs to be improved.Patients waiting time is relatively long.