Study On Patients' Satisfaction Of "Convenient Service Center" Of Peace Hospital

With the increasing convergence of medical technologies and continuing deepening of medical system reform, the demand of patients is not limited to seeking medical treatment. They also pay attention to the convenient level of medical treatment process as well as their actual feelings in it. It is of vital importance to provide more convenient service, improve patients' satisfaction and build brand image, which is the key for modern hospitals to obtain and maintain a competitive edge and secure an invincible position in this fierce market. Based on "patient-centered" concept, an independent sector of convenient service center has been brought into being in many large hospitals, integrating reservation, registration, complaint receiving and many other services, which optimizes medical treatment process and innovates management concept as well as service model.Based on relevant theories of brand and customer satisfaction, this thesis studies the convenient service centers of peace hospitals, analyzing the status quo of public hospitals in Shanghai and other places in China, briefing the focus of current tension between doctors and patients, taking an overall look at the functions and situation of convenient service centers. Setting the convenient service centers of peace hospital as an example, the thesis conducts a survey on patients'satisfaction and indicates the issues of convenient service centers that attract most attention and need immediate improvements. Summarizing on improving brand satisfaction of convenient service centers, this paper points out that we must strengthen sense and attitude of service, train service skills, improve hospital-related institutions and hardware facilities including medical care environment, so as to improve patients' satisfaction, build image of hospital brand, and enhance the competitiveness of hospital.