A Survey On Inpatient's Satisfactio Degree In A Tertiary Hospital

BACKGROUNDAlong with our country the medical treatment service realm open witheconomy of development, ,the medical service market competition isincreasingly intense, the patient unceasingly enhances to the medical servicerequest, "patients' satisfaction" has been bought into line with the hospitalmanagement appraisal target. Patient satisfaction is an important index onthe appraisement of quality in medical service. In recent years, man y hospitalstake the survey of patient satisfaction as their day-to-day work by questionnaire.But the lack of identical index always leads to the lack of credibility andcomparability, which make the popularizing of the survey more difficult.OBJECTIVES1.The thesis aims at making an exploratory development on measurementsystem of customer satisfaction of the inpatient service and the methodsapplied in hospitals。2. Carry on a total evaluation to patient satisfaction circumstance in myhospital, analyze the factor of the influence inpatient's satisfaction, putforward rationalization a suggestion for the governor of the hospital, improvement the service quality, raise a service consciousness, strengthen ahospital competition ability.METHODOLOGYTake sampling 150 inpatients as sample, carry on the substantial evidenceinquisition research, set up patient's satisfaction to measure quantity form. Themethod that the inpatient adoption layering draws samples random, press thehospital inpatient the inner palace section, big surgery, facial featuressection, obstetrics and gynecology child, other is divided into five levels, eachlevel samples 50,40,30,20 and 10 people, each section room belongs to a level tosample 3-5 patients random everyday by.There are 3 levels of the index. First level is the whole patient satisfaction.Second is patient satisfaction on facilities and environment, The logisticsserve, the service attitude, the medical expense, the medical ethics, themedical cost and the curative effect. It includes 35 in Hospitaler questionnaire.The basic situation of patient is the last part of the questionnaire, whichincludes the sex, age, occupation, record of formal schooling, income,category of cost, and times of being hospitalized.Statistics and analysis the questionnaire of outpatient which the socialservice department sending out in October.Every question has 5 choices, that are agree absolutely, agree relatively,agree, not agree absolutely, and not agree.MAIN RESULTS1.Inpatient's sex distribute more balanced, age mainly concentrated above25 years old age segment, the educational background layer of the crowd nothigh. The Inpatient' expenses pays a way more diverse, regard the self-providedmedical treatment and the medical treatment insurance are principle. The patientregard the organization business unit and the business enterprise unit as principle, secondly is farmer, high income sufferer's less.2.Demography characteristics, as outpatient's age, sex, education levelhas no affection on the total satisfaction in the medical. The education levelshave notable influence on service attitude, the medical treatment technique.The service result degree of satisfaction, its characteristic is that thesatisfactory degree of inpatient raises along with the dropping of cultural level.Moreover, the different source of medical expense has notable influence on thecurative effect and the logistics serve; the satisfaction of the patients whoseexpenses come from medical treatment insurance is lowest. The career andincome have notable influence on service attitude, the medical troublecommunication, The logistics serve, the environment facility, the satisfactorydegree of inpatient drops along with the raising of income.3. The total satisfaction of inpatients to hospital is higher, but to charge thesatisfaction of circumstance is widespread not high. The medical troublecommunication should be strengthen further, The service attitude has to beimproved further, the nourishment meal has to be further perfect.4. The total (synthesis) satisfaction that is obtained by adding andaveraging the investigated items (arithmetic mean value) is more reliable thanthat by the direct investigation, because the standard deviation of the latter istwo times above former, namely 1 the divergence of the latter is large, and itsrepresentation is bad.CONCLUSION AND RECOMMENDATIONS1. About the patients of high level of income and of good educated, itseems that the hospital is not very satisfactory. So the hospital should improveits medical service to meet every patient. The inpatients should be "treateddifferently", especially we should use the corresponding relational marketingstrategy according to the inpatient's career and income, enhancing the patients'satisfaction.2. So we should take every measure to deduce the medical cost on the prerequisite of qualified treatment: Optimizing service process, raising costtransparency, collecting fees reasonably," convenience, efficiency, excellentquality and safe, suitable price" medical service.3. We should value the inpatient's satisfaction inquisition to measure thework for the sake of the market competition ability, provide the direction ofthe improvement medical treatment service quality for the hospital governor,raise the inpatient's satisfaction continuously, the economic performance andsocial performance of the hospital.4. Put the idea "everything is central with patient" to the practical action,establish a perfect medical trouble communication system ,eliminate theunsatisfaction of patient in time, found harmonious medical trouble relation.To improve the staff member's service attitude Further, exaltation oneselfcharacter. Establish the nourishment section, provide with a specializednutritionist, improve nourishment meal.The questionnaire can be considered a reliable and valid one to evaluateinpatients' satisfaction level preliminarily.