Zhuang Yiqiang: Why patients are not satisfied with **

According to a report recently, Shenzhen City Health and Population and Family Planning Commission announced that the survey on the satisfaction of 24 windows in Shenzhen from the fourth quarter of 2011 to the first three quarters of 2012 showed that the satisfaction of the medical industry was at the bottom. In this survey, patients have long waiting times, poor service attitudes, and poor environmental hygiene have become major complaints in the medical industry. Earlier, surveys in Shaanxi, Jiangsu, and Chongqing also said that the people are most dissatisfied with medical services. Why is hospital service always unsatisfactory? For this purpose, he interviewed Zhuang Yiqiang, Deputy Secretary-General of the Chinese Hospital Association.

Question: The bottom line of medical service satisfaction ranks. What do you think is the crux of the matter? Think of medical treatment as a "service" and give it a rating. Do you agree?

Zhuang Yiqiang: To a certain extent, I think that medical service is a service, but it is a very special service. It is very different from other services such as hotels and catering, and its special features mainly include the following:

First, people have the right to choose from services such as hotels and restaurants. Their purpose is to enjoy the enjoyment. However, medical services are painful services. Patients must be seen when they are sick. After being deprived of the right to choose, if people's advocacy becomes worse, they will easily become dissatisfied.

Secondly, in hotels, restaurants and other services, consumers and service providers have equal information. Both parties know which rooms have good scenery and which dishes are delicious. When a doctor visits, the patient and his family lack medical knowledge and can only listen to doctors. Such unequal information will deprive people of their sense of security and reduce everyone's satisfaction with the hospital.

Thirdly, at present, China’s medical services are based on public hospitals. Most of the hospital’s directors are appointed by administrative departments. They are officials without official titles. Public hospitals still have certain administrative implications.

Given these particularities of medical services, it is difficult for the hospital to win the satisfaction of ordinary people.

Question: Do you think the survey results in Shenzhen are objective? Is there universality in the country?

Zhuang Yiqiang: This result really reflects the problems in the medical industry in China and reflects the voice of the people. This situation is common in large hospitals in big cities.

Question: The survey stated that patients have a long waiting time, poor service attitude, and poor environmental hygiene are the key complaints. What do you think about this?

Zhuang Yiqiang: Patients all love to run in big hospitals, but experts have limited resources for outpatient visits and limited visits. These problems are almost inevitable.

I told you about the story of an old professor at Beijing Union Hospital. One day, he left the clinic at 8 am and kept seeing 2 pm, during which he did not drink or eat. The old professor couldn't help but push the door. As a result, patients were stuck in the doorway, and even some people begged him to continue to see the doctor. The old professor saw this and said to the patient: "I beg you, I have seen six consecutive hours of illness, and I have to eat and drink."

If you are waiting at the door, will you be satisfied with the hospital? But if you look at the expert's point of view, he looks at two patients in the morning and can look at the same attitude of 20 people and 200 people in the morning? Under this circumstance, medical environment and order are indeed very difficult to satisfy.

Question: What do you think is the cause of this phenomenon?

Zhuang Yiqiang: The root cause lies in the loopholes in the top-level design of the national medical system. In addition, people's medical practices are not correct. Hospitals and doctors have become scapegoats for the system. Personally, I personally think that the prevailing wind expansion in the top-three hospitals is very bad. If things go by in the long run, it will lead to more and more concentrated medical resources and it will be even more difficult to increase the satisfaction of medical services.

Question: As far as you know, for the low satisfaction of the people, what measures have the hospital taken? Why is the effect not obvious?

Zhuang Yiqiang: Local health systems have adopted measures such as optimizing the medical procedures and advancing the appointment registration system. The effect is not as great as the people expect. It mainly involves too many links and it is difficult to get immediate results.

I think that medical reform = livelihood reform = social reform. Medicine is a technical issue, but medical care is a social issue. In theory, doctors only need to see a doctor, and whether ordinary people can see diseases, see diseases, and see what kind of environment they are are all social issues. In fact, the allocation of medical resources, the training and treatment of doctors, grading medical care, and two-way referral are all issues that must be considered when designing a government system.

Question: What is the key to improving people's satisfaction with medical services?

Zhuang Yiqiang: First, medical treatment should be deregulated to break the monopoly of public hospitals. As the number of private hospitals that can be trusted in the community increases and the medical services become more market-oriented, everyone's satisfaction with the hospital will increase. The second is to continue to promote the classification of medical treatment, two-way referral system. China's big hospitals are like the National Palace Museum in the festival. Everyone can enter, but they only see the heads of the people. Everyone is not satisfied. If the system of graded medical treatment and referral is improved, at least people who are admitted to large hospitals will be satisfied with medical services.