Investigation On Patient Satisfaction And Improvement Strategies In Maternal And Child Health Care Hospitals

Patient satisfaction means that people have certain expectations for medical care service due to health,disease,quality of life and other requirements,and it is an evaluation to the health care service they have experienced.[1](Juan Peng).Moreover,patient satisfaction is not only a significant index to measure the quality of medical services and objectively reflect the social benefits of medical institutions,but also to deepen the comprehensive reform of public hospitals,and build a harmonious doctor-patient relationship [2](Yu Qian).Maternal and child health care institutions are non-profit public welfare institutions established by the government,which are professional bodies providing public health and basic medical services for women and children.The State Council issued the Measures for Performance Assessment of Maternal and Child Health Care Institutions in2019,which incorporated patient satisfaction into the comprehensive performance assessment of hospitals,with a weight of 10%.The implementation of the comprehensive two-child policy in 2016 led to a small birth peak.As a Grade III Grade A Women’s and Children’s Hospital in a populous province in western China,the Maternal and Child Health Hospital of S Province has faced huge opportunities and challenges.The rapid rise of several local high-level private obstetric and gynecology hospitals has brought unprecedented competitive pressure to the the operation and development of this hospital.With the increasingly fierce competition in the medical market,it was confronted with a series of difficulties such as serious patient diversion and insufficient business income.The supply of health care services cannot meet the growing demand for the health needs of women and children.It is of great practical significance to find out the weaknesses in medical services,the outstanding problems strongly reflected by the people,and timely identify hospital quality problems by means of third-party patient satisfaction survey,in order to improve patients’ medical experience,achieve the continuous improvement of "patient-centered" medical quality,establish a patient satisfaction promotion mechanism,,and upgrade the hospital operation and management level,and finally provide practical references to optimize the policy to guarantee birth,especially in the background that he country has proposed to optimize the fertility policy and implemented the policy that one couple can have three children and supporting measures to cope with the declining birth rate and the serious aging of the population,.This paper is based on the theory of new public management,which includes theory of bounded rationality,theory of coordinated governance,and theory of process reengineering,,also did a survey of evaluation indexes and the patient satisfaction in clinical departments and medical technology departments from “the process of medical behavior” and “medical management quality section” for the first time.In addition,the loyalty and recommendation tests were introduced in this text to analyze the internal logic between various factors,making the third-party patient satisfaction survey plays a role in promoting evidence-based decision-making and management in hospitals.This case uses literature research,qualitative interviews with experts,questionnaire surveys,statistical analysis and other methods to carry out the satisfactory evaluation of outpatients and inpatients.The subjects of the evaluation were outpatients and inpatients who visited the Maternal and Child Health Hospital of S Province from April to December 2021(suspended in August due to the covid-19 epidemic).From 8 assessments,the effective sample size of outpatients was 8093,and that of inpatients was 7938.The results showed that the average patient satisfaction was 84.32 points.The average satisfaction of outpatient patients was 85.14 points,and that of inpatient patients was 83.49 points.The average patient loyalty was 88.28% this year,and the average recommendation was 85.57%.The evaluation results are consistent with the "2021National Public Hospital Mobile Internet Satisfaction Survey Report".Among the13 outpatient medical behavior processes,the satisfaction of waiting for treatment was at low level,and the stability of satisfaction in anesthesia was poor.Based on the linear regression analysis of statistics,the service efficiency has the most influential impact for the overall satisfaction of outpatients among the first-level indicator.Among the 14 inpatient medical behavior processes,the satisfaction of logistics was the lowest that is 80.41 points,and result of the linear regression analysis of statistics shows that changes of the diagnosis and treatment quality are the most influential impact for the overall satisfaction of inpatients among the first-level indicator.This study analyzed the influencing factors of patient satisfaction from government,hospital and patients,and proposed suggestions and countermeasures for the sustainable improvement,such as insisting on government leadership,increasing input in health resources,and doing a good job in managing the health care industry,improving the medical service process,innovating the medical service model,and making use of the Internet+ in the post-pandemic era,providing more humanistic medical services and a warm medical environment,and strengthening logistical support etc.The data tracking mechanism is added to the satisfaction evaluation to collect the patients’ feelings and evaluations during the improvement of service measures,which can help the hospital recheck whether the problems found in the satisfaction survey need to be improved,summarize the improvement effect,form a complete closed loop to improve the work,improve the loyalty and recommendation of patients,and promote the sustainable development of hospitals.The study analyzing the results of patient satisfaction to introduce the performance evaluation,using the result of patient satisfaction to provide evidence for the evidence-based decisions and managements in other hospitals.In one word,it promotes the operation and the performance appraisal of the hospital,and improves the effect of hospital management.