The Research On Patient Satisfaction Influence With The Continuous Quality Improvement Of Medical Service

The public hospital reform in2012has turned its emphasis from local pilot tofully promotion gradually with the deepening,steady and continued development ofnational medical health system reform carried out by the State Council. During theactively promoting of hospital reform pilot, the works of perfecting the health caresystem, improving the medical service level and solving the difficulty in accessibilityand costliness in affordability of medical service have been in full swing with a seriesof activities launched by Chinese Ministry of Health including the reinforcement ofmedical treatment quality control, improvement of patient satisfaction to medicalservices, high-quality nursing care demonstration project, and special rectification ofantibacterial drug clinical application. In order to improve the implementation ofhealth care reform plan and provide satisfied medical services to the patients, thehospital has improved the level of medical quality management through collecting thecomments and suggestions of medical staff and patients timely, understanding theirneeds and setting up harmonious doctor-patient relationship.By investigating the satisfaction degree of outpatients and inpatients of a top-level general hospital in TianJin from2011to2012, we made system evaluation ofthe medical services quality, techniques, service attitude and hospital environments,and then, practiced by means of PDCA circulation method in order to rectify existingproblems and perfect the level of medical services. On the base of this study, wemade deep analysis on various factors that effecting outpatients satisfaction degree,further more, sifted indicators of the system of outpatients and inpatients satisfactiondegree by AHP. We identified the patients satisfaction degree as the first gradeindicator; the efficiency of management, medical procedures, hospital environments,service attitude and service effectiveness as secondary indicators, and then, identifiedthird grade indicators according to the features of secondary indicators. Meanwhile,we made quantitative analysis by means of AHP on the datum of indicators andassigned weights to each indicator in order to find solutions to problems in medicalservices and industry style for protection of people’s health right, for the welldevelopment of health reform, for promoting social harmony and stability, andproviding basis of scientific decision making to improve the quality of hospitalmanagement and medical services as well. Through the investigations and implement of rectification plan, the outpatientsand inpatients satisfaction degree of sample hospital have been improved, especiallyon the aspect of the medical techniques and quality of medical services. The patientsatisfaction survey is very important to the hospitals to improve their level of medicalservices and enhance management efficiency, and be benefit to the improvement ofpublic reputation.