Research On Outpatient Satisfaction And Improvement Strategies Of C Hospital Under The Normalization Of Epidemic Prevention And Control

With the comprehensive implementation of the Healthy China strategy and the continuous deepening of healthcare system reform,the competition in China’s healthcare service market has become increasingly fierce.Although public healthcare institutions are the main body of China’s healthcare service system,their own survival and competitive pressures cannot be ignored in the face of the rapid growth and high-quality development of private hospitals,The recognition and satisfaction of patients are crucial for enhancing the hospital’s brand influence and industry competitiveness.Especially after the COVID-19,public hospitals are facing the dual pressure and new challenges of epidemic prevention and control and production and operation.As an important indicator to measure hospital management level and medical quality ability,improving and enhancing patient satisfaction has become an effective way for public medical institutions to explore refined management and high-quality development.This paper is mainly based on the CCSI model,combined with the impact of the COVID-19 on the health care industry and medical behavior,constructed a model of influencing factors of outpatient satisfaction,designed and formed an outpatient satisfaction survey scale,used SPSS software to analyze the reliability and validity of the collected questionnaires,and used AMOS software to test the fitting of structural equation model and research assumptions,Explore the key factors that affect outpatient satisfaction,and then propose targeted improvement strategies and reasonable measures and suggestions.The empirical results indicate that the main factors affecting outpatient satisfaction in the post pandemic era include infection risk perception,perceived quality,brand image,patient expectations,perceived value,and emotional pressure.Among them,infection risk perception and emotional pressure negatively affect patient satisfaction,while perceived quality,brand image,patient expectations,and perceived value positively affect patient satisfaction.Based on the actual situation of C Hospital,this article proposes countermeasures and suggestions for improving outpatient satisfaction,including comprehensively promoting the appointment diagnosis and treatment model,accelerating the construction of internet hospitals,strengthening doctor-patient communication and training,promoting the construction of smart access control,enhancing brand value recognition,constructing a diversified publicity matrix,optimizing outpatient process layout,alleviating medical parking problems,and creating a healing medical environment.This article helps C Hospital to further understand the satisfaction of outpatient patients,identify the key factors that affect outpatient satisfaction,and provide further optimization measures and suggestions for public hospitals to improve management efficiency and improve patient satisfaction in the post epidemic era.It has certain reference value and suggestions.