The Research On The Private Hospital Quality And Patient Satisfaction In Guang Dong Province

Objectives:This paper studied about the medical service quality and patient satisfaction of the private hospitals by questionnaire. By studying of the patient satisfaction in 9 different levels of private hospital outpatients in Guangdong Province to further research the following items:1. To explore the different demographic variables demand on the private hospital’s service and the satisfaction whether there are differences in medical service quality of hospitals.2. To investigate the relationship between the medical service quality and patient satisfaction of private hospitals.3. In order to enhance the competitive ability and advantages of the private hospitals, we analyzed the patients’ satisfaction project of the medical services to give some countermeasures and suggestions for the hospitals, so the hospitals could have an objective credentials as the direction for improvement. Methods:This study uses the literature analysis method for the preparation of the questionnaire. By using prequestionnaire method to determine the form of the medical service quality and patient satisfaction of the private hospitals. To study the patients’ specific requirements of the medical service quality of the private hospitals, the statistical analysis, variance analysis, logistic regression analysis and other methods, were used. Results:This study included a total of 500 questionnaires, 483 of them were recovered, 476 of them were effective questionnaires.1. This study is based on the model of customer satisfaction theory and the hierarchy of needs theory. By using the literature analysis and preliminary research method to establish the questionnaire of outpatients’ satisfaction of private hospitals. Analyzing five factors from the form of the medical service quality, named as its attribution: Tangibles, Reliability, Responsiveness, Assurance and Empathy.2. In this survey, a total of 476 valid questionnaires, among them: the ratio of male and female patients were 58% males and 42% females; The 51.2% patients were at the age of 26-55 years old, followed by 0-25 years old patients, which were 147 patients accounted for 30.9% and the patients under 65 years old and the patients of 56-65 years old accounted for 17.9% of the total number of patients. The education levels of the patients had little difference. Among them, 33.2% patients accounted for 158 people were high school and secondary school; 28.6% patients accounted for 136 people were college and university; 15.5% patients accounted for 74 people were master degree or above; The rest of 22.7% patients were junior high school and below. Among the patients, students accounted for 26.2%, farmer accounted for 15.3%, workers accounted for 18.4%, civil servants accounted for 13.8%, businessman accounted 5.6%, accounted for 3.4%,unemployed and retired personnel accounted for 8.5%; There were 82.1% patients at their own expense.3. The results of the research showed that the patients’ unsatisfaction items were as follows:the hospitals’ environment wasn’t clean, beautiful and comfortable; the hospitals’ parking wasn’t convenient, the sign wasn’t clear; the digitization construction of the hospitals wasn’t advanced, the card service wasn’t complete, the hospital didn’t had the patients guiding service and the process of treatment; the medical staff wouldn’t assist the patient to solve the problem, the hospital couldn’t handle the patients’ complaints successfully, the medical technicians were not very polite, the quality of diagnosis wasn’t high, the hospitals couldn’t according to the patients’ situation to make reasonable transfer treatment;the hospitals couldn’t follow-up the patients timely; the medical staff couldn’t think from angle of the patient’s economic conditions to determine the appropriate treatment. Conclusions:1. The medical service quality of private hospitals were different at population statistics. The differences were in age, education level and occupation. There were no significant differences between gender and mode of payment.2. The patients’ satisfaction on of the private hospitals can represent the patients’ satisfaction of the private hospitals. Therefore, hospital administrators and medical staff can improve the patients’ satisfaction by improving the medical service quality of private hospitals.