| With the development of economy and the progress of the times, the requirement of improving the quality of life is increasingly high. Service industry which is bound up with our life is stepping up the pace to follow up customer demand. Among service industries, the medical industry has been an important concern of the society. At the same time, medical troubles are constantly making headlines in recent years, which is thought-provoking. The difference between high requirement of medical quality and deficiency of medical service intensified social contradictions. The information asymmetry between consumers and medical institutions caused tensions in the doctor-patient relationship. In order to solve the problem,many scholars have invested in their own research. Studying of the literature that scholars have already studied, it is found that few of the scholars has studied the index system.Construction of hospital inpatients satisfaction evaluation index system for the top three hospitals, is to provide evaluation template for the government departments, the top three hospitals themselves and the third party evaluation agencies. The main task of the study is: construct scientific and applicable three hospital inpatient satisfaction index system and,then use the evaluation index system Jiangmen Central Hospital inpatient satisfaction.In this paper, the process of building the evaluation index system is divided into six steps:the first step, combing the literature. Through literature review of the existing research results of scholars, the author initially set the index system of the satisfaction of the patients in the hospital. The second step, in-depth interviews with experts. In-depth interviews with 3 experts to get the revised index system. The third step, the method of consultation. Multi rounds of consultation to the group of experts, and finally get a consistent indicator system. Fourth step,small sample pre survey. To investigate the importance of the evaluation indexes of the inpatients in a small sample of the top three hospitals, and to revise the index system according to the survey results. The fifth step, the large sample empirical study. Select the 7top three hospitals in different regions to carry out a large sample survey, the collection of evaluation indicators of an important degree of questionnaire, according to the results of the evaluation system to determine the importance of indicators. The sixth step, reliability and validity analysis. To select the 7 top three hospitals in patients with satisfaction survey, usingreliability analysis and validity analysis to test the reliability and validity of indicators. The results show that the evaluation index system is reliable and effective.Subsequently, this article will use the index system to Jiangmen Central Hospital. First of all, through the investigation of the 30 departments of the hospital, the patient satisfaction scores were collected to sum up the status quo of inpatients’ satisfaction. Then, the variance analysis was used to find the main factors that affect the satisfaction degree. The differences in the degree of satisfaction of the different hospital conditions, occupation, working place,gender, age and the identity of the respondents were mainly discussed. Secondly, to find out the competitive advantages and disadvantages of the hospital department of Jiangmen Central Hospital, which should be maintained by quadrant chart analysis. Finally, according to the analysis of the results of the analysis of the views and recommendations of the hospital, to find out the problems existing in the hospital, and put forward the corresponding improvement strategy.Finally, the conclusion is that the evaluation index system is reliable and effective. While the Jiangmen Central Hospital inpatient evaluation found that patients with higher satisfaction,but need to make improvements in some specific areas. |
