基于随机占优准则的医疗服务质量提升研究

我国医疗服务一直存在供给不平衡不充分的问题，如何掌握居民的多样化医疗服务需求、以利用有限资源较大幅度地提升医疗服务供给满意度成为发展新阶段的重要课题。依据边际效用递减规律:有限资源投入最紧迫的用途获得效用最大，提出一种基于随机占优准则的医疗服务质量评价研究方法:首先，编写网络爬虫程序获取居民发布的对医疗服务供给质量进行评价的文本，使用数据挖掘模型从文本中提取出居民多样的医疗服务需求;其次，构建医疗服务领域的情感词典，使用情感分析技术计算居民对医疗服务供给质量的情感倾向;最后，利用随机占优准则构建医疗服务随机占优程度矩阵，比较得出医疗服务优化方面的优先排序，为改进医疗服务供给质量提供指导。利用好大夫在线平台的数据，验证所提出的方法的可行性和有效性，结果表明，所提方法能够挖掘出影响居民满意度的医疗服务质量因素，并能为我国医疗服务质量的提升做出决策指导。在后续分析中发现，诊疗效果是居民最在意的医疗服务要素，作为案例的四家医院中有三家医院都需要在这方面做出改进，而另一家医院则更需要在与患者的沟通技巧和能力上做出优化。文章所提方法具有较强实用性和可迁移性，为提升我国医疗服务质量提供了参考和支撑。

Research on improvement of medical service quality based on stochastic dominance criterion

The supply of medical services in China has been characterized by an imbalanced and insufficient supply. How to grasp the diverse medical service needs of residents and use limited resources to maximize the satisfaction of medical service supply has become an important issue in the new development stage. Based on the law of diminishing marginal utility, the most urgent use of limited resources will obtain the greatest utility. Therefore, we propose a research method for evaluating the quality of medical services based on the stochastic dominance criterion. Firstly, we write a web crawler to obtain the text released by residents on the quality of medical service supply, and use a data mining model to extract the diverse medical service demands of residents from the text. Secondly, we construct a sentiment dictionary in the field of medical services. The sentiment analysis technique is used to calculate the residents’ sentiment tendency towards the quality of medical service supply. Finally, the stochastic dominance criterion is used to construct a stochastic predominance degree matrix of medical service, and the priority ranking in terms of medical service optimization is compared to provide guidance for improving the quality of medical service supply. The feasibility and effectiveness of the proposed method are verified using the data from Haodaifu.com. The results show that the proposed method can uncover the medical service quality factors that affect residents’ satisfaction and can provide guidance for decision making to improve the quality of medical services in China. In the follow-up analysis, it was found that the effectiveness of treatment was the most important element of medical services for the residents, and three of the four hospitals in the case needed to make improvements in this area, while the other hospital needed to optimize its communication skills and ability with patients. In addition, the proposed method is highly practical and transferable, providing a reference and support for improving the quality of medical services in China.