Research On Improving The Satisfaction Of Outpatients In X Hospital

With the deepening of China’s medical system reform,the competition between medical service institutions is becoming increasingly fierce,and the recognition of patients is crucial to the competition.The improvement of satisfaction has become the key for many large general hospitals to carry out their own management and operation and create economic benefits,and high-quality medical service is an important means to improve patient satisfaction.In this case,how to continuously improve the quality of medical services,create a satisfactory medical service mechanism for patients,provide more quality medical services for the public,and play the social role of the hospital under the dual pressure of management,operation and economic benefits,has become the focus of major hospitals to improve patient satisfaction and service quality.In this thesis,XJ hospital in Y area is selected as the specific research object to sort out and analyze the current situation of outpatient medical service and patient satisfaction.Referring to the relevant literature of medical service quality and patient satisfaction,based on SERVQUAL scale,the outpatient patient satisfaction questionnaire in line with the hospital is developed and field investigation is carried out.Secondly,the survey results and data were analyzed to find out the feedback medical service quality problems in the patient satisfaction survey of XJ hospital,and the causes of the problems were analyzed.This thesis holds that for medical institutions,continuous improvement of patients’satisfaction is the inevitable result of the development of medical services.In order to comprehensively improve patients’ satisfaction,it is necessary to improve the quality of medical services,starting from standardization,process,refinement and other aspects,taking into account the configuration of hardware and the improvement of software capabilities,At the same time,we should stimulate the enthusiasm of all medical staff to participate in the improvement of service quality through effective management means,and ensure the comprehensive construction and implementation of service quality management mechanism from all levels,which is also the trend and direction of medical service development.