Construction Of Service Remediation Theory Model Based On Patient Complaint Sentiment Analysis

ObjectiveThe research population of this study was 15 public hospitals in Nanhai District,Foshan City,Guangdong Province.An assessment tool was developed to investigate the current status of patient complaint service remediation and patients’perceptions of the importance of each dimension of complaint service remediation in the study area,to establish a theoretical model of patient complaint service remediation in public hospitals,and to explore the influence of patients’negative affective and demographic characteristics on satisfaction and behavioral intention after remediation.It provides theoretical support and practical reference for public hospitals to establish service remediation system,carry out service remediation,improve service remediation capability,and strengthen service remediation management.MethodsPhase 1:In the construction of the service remediation index system,the literature analysis method and structured interview method were used to establish the pool of service remediation index system.By referring to mature questionnaires for service remediation measurement at home and abroad and discussing with the subject group,the first draft of the service remediation questionnaire for patient hospitals was formed.After consulting experts and conducting a pre-survey,the questionnaire entries were established by combining the opinions with the actual situation and starting the formal survey.Phase 2:The group selected 15 public hospitals in Nanhai District,Foshan City,Guangdong Province as the sample hospitals to start the questionnaire survey.Epidata 3.0software was used to enter the data.SPSS 25.0 software was applied to perform descriptive statistical analysis,reliability test and exploratory factor analysis on the data results,and Amos software was applied to perform validation factor analysis.Phase 3:Structural equation modeling was constructed using Amos software to validate the four sub-dimensions of remediation,the effect of patient involvement on secondary satisfaction,behavioral intention,and the mediating effects affecting these dimensions,and the moderating effects were validated using the SPSS process 3.5 plug-in.The effects of negative affect and demographic information on patients’secondary satisfaction and behavioral intentions were explored using the multiple stepwise regression function in SPSS.ResultsPhase 1:In the initial establishment of service remediation indicators,a service remediation measurement survey consisting of 7 dimensions and 24 questions was formed through literature analysis as well as expert interviews.Phase 2:A total of 516 results were collected from the survey,with a recovery rate of86%.The Cronbach’s alpha coefficient of the overall questionnaire was 0.922,and the Cronbach’s alpha coefficient of each dimension was above 0.8.The cumulative variance of exploratory factor analysis after rotation reached 81.96%,and the extracted 7 common factors were fully consistent with the dimensional indicators classified by the study.The validated factor analysis extracted 7 factors,and the corresponding AVE values of these 7factors were all greater than 0.5,and the C.R.values were all higher than 0.7.Moreover,the corresponding AVE square roots were all greater than the correlation coefficients between the latent variables.The first-order validated factor analysis modelχ~2/df was 2.656(<3),GFI was 0.908(>0.9),RMSEA was 0.057(<0.1),RMR was 0.049(<0.5),CFI was 0.960(>0.9),NFI was 0.938(>0.9),AGFI was 0.881(>0.8).Phase 3:Structural equation modeling using Amos software,path analysis among variables,and validation hypothesis testing.The five dimensions of compensation and initiative,responsiveness,respect and listening,apology,and patient involvement all had a significant positive effect on secondary satisfaction;compensation and initiative,respect and listening,patient involvement,and secondary satisfaction had a significant positive effect on behavioral intention;responsiveness and apology had no effect on behavioral intention.Secondary satisfaction mediated the effects of compensation and initiative,responsiveness,respect and listening,apology,and patient involvement on behavioral intention.Severity played a moderating role in the role of all four dimensions of compensation and initiative,responsiveness,respect and listening,and apology on secondary satisfaction."Fear,""Anxiety,""Medical Expenditure,"and"Iiteracy"had an impact on patients’secondary satisfaction after experiencing service remediation.satisfaction after experiencing service remediation."Derogatory Blame,""Marital Status,""Medical Expenditure,"and"Occupation"influenced patients’behavior after experiencing service remediation.The patient’s intention after experiencing service remediation is affected.ConclusionCombined with the above analysis,the following four suggestions are made to medical institutions:1.Avoid service failure to the greatest extent possible and do a good job in remedial work after service failure;2.Implement timely and effective service remedial measures;3.Pay attention to the role of"patient participation"and guide patients to actively participate in service remediation;4.Find the differences between different types of service failure from common points and develop corresponding remedial strategies.Find the differences of different types of service failures from the common ground and formulate corresponding remedial strategies.