A Study On Medical Costumer Satisfaction Degree Assessment

In the new period, as the increasing attention to customer satisfaction, how to improve the customer satisfaction and loyalty has become a hot topic in the health care industries of our country. Customer satisfaction index evaluation system is an effective tool to manage customer satisfaction. How to take a successful satisfaction assessment in this special trade of medical care? With what kind of index does the evaluating system carry on? How to instruct the medical organization to improve the service performance according to the satisfaction assessment result? Answers to these questions would benefit our medical organizations to promote management level as well as to strengthen the whole competitiveness at present. This paper proceeds as follows. First, I review domestic and international theoretical and empirical achievements on customer satisfaction in health care industries. Then according to the particularity of the health care industries, I analyze variables that influence the customer satisfaction. In addition, I propose an index evaluation system model of medical customer satisfaction and carry on an investigation in a large-scale general hospital with this index system model. I get scores of 14 performance index respectively and confirm the weight of the corresponding performance index in the satisfaction assessment model according to the scores. The comprehensive satisfaction score of this hospital is 7.39 . Finally, I state suggestions on how to allocate resources to improve customer satisfaction according to this satisfaction assessment. By theoretical research and empirical analyses, this paper states an effective index system model of medical customer satisfaction assessment and proves that basic medical quality and basic staff's quality are the most important factors influencing the customer satisfaction of large-scale general hospital. TJ hospital should pay more attention to patient awareness and communication. The index evaluation system is proved very effective and maneuverable, and worth applying to the health care organizations in our country.