Customer Satisfaction Of Liuhe Hospital

Along with the comprehensive health promotion and implementation of reforms at all levels, it is an indisputable fact that the hospital transit from "seller's market" to the "buyer's market". The buyer (customer) determines the direction of market development. Under such circumstances, the researches for customer satisfaction of hospitals are increasingly frequent subject of concern and attention. According to the theory of customer satisfaction, combined with the medical profession's own identity, we built the hospital customer satisfaction index system. We acquire the data through questionnaires survey and apply statistical methods to achieve the measurement and analysis of the customer satisfaction of Liuhe Hospital.1. Hospital customer satisfaction index system designIn general, the major factors affecting customer satisfaction, including: customer perceived value, and service quality, customer expectations, service prices, and services environmental. Taking this as a theoretical basis, with the service industry and the medical profession's own characteristics, we believe that factors affecting hospital customer satisfaction include five main areas: environmental quality hospital, hospital medical service quality, medical equipment and medicines complete degrees, medical expenses, hospital public relations and image.The constituent elements of hospital medical services quality are: the quality of medical receptionist, the attitude of medical receptionist, the accuracy of nurses'explanations for inspection methods, the accuracy of the medical personnel's explanations for inspection report, the operating proficiency of...