Service Optimization Based On Satisfaction Of Hospital Outpatient Patients

With the opening of the medical industry, more and more intense competition in the medical industry.Hospital in order to win the survival and development in the fierce market competition,they must win the patient satisfaction, and thus win the trust and loyalty of patients.Hospital management, therefore, need to make the patients as the breakthrough point, to find out the key factors influencing the patients’ satisfaction. In combination with the practical situation of the hospital at the present stage, hospital administrators in a targeted manner to improve the hospital environment, provide patients with desired medical services as far as possible, even beyond of the patient expectations. So that patients have a satisfactory experience of the hospital in the treatment process.That will improve patient satisfaction, and enhance the competitiveness.This paper combined with the domestic and foreign classic customer satisfaction model and the specific situation of the medical industry in our country at present stage, and proposed a new model of patient satisfaction.According to the model to establish a set of patient satisfaction evaluation index system, and then design outpatients satisfaction questionnaire.Through investigating the XH people’s hospital of jiangmen city outpatient, survey of outpatients satisfaction.Found the outpatients is not very satisfactory to the hospital medical service.Have important influential factors on patient satisfaction were the hospital’s reputation and expectations of patients to the hospital, the patient’s perception of the quality of medical services and the patient’s perception of the value of medical services.One of the biggest impact on patient satisfaction factor is the patient perception of quality of medical services.In the many indicators of perceptions of quality, patients are most dissatisfied is the time waiting in line.Patients generally agreed that stay in the hospital too long, especially during medical treatment process requires multiple queued and queued for a long time.So,in order to solve this problem, this paper first with industrial engineering method that IE program analysis method to optimize hospital outpatient procedures by patient-centered, reduce unnecessary queuing projects and optimization of the inappropriate links which existing hospital outpatient and improve the satisfaction of hospital.Optimized process, the hospital introduced high-tech products, greatly the convenience of patients.Mobile number of patients with reduced 1 time, leaving the project movement distance narrowed; Line project reduced three times, the auxiliary project reduced 1 times.For the inevitable line link, using queuing theory, based on the clinic queuing simulation research.In pediatric outpatient service, for example, combined with cost economics theory, consider waiting for tolerance of patients and the cost of hospital, decomposing into different times of the day,simulation study for each time period the different number of doctors on duty, come to different time periods optimal number of doctors on duty.Through outpatient satisfaction analysis, we found the key factors influencing patient satisfaction,and then rational use of process analysis, queuing theory and simulation research, hospital introduction of new products and information services, improve hospital outpatient medical service environment, improve patient satisfaction, enhance the overall competitiveness of the hospital.