Community Health Services, Patient Loyalty Factors

Community-based health care is a health service model which is abreast of the times. With the government's attention, Community-based health care organizations play an important role in today's three-level medical care network. However, community hospitals should take relationship management, in order to realize their localization of function much better, and to be people's first choice. Patient loyalty, what we are talking about today, can achieve this goal.Patient loyalty refers to affection to a certain health care organizations, and also the repeated purchase to this organizations' service. This paper set up Five Influences Model, and came up with eleven hypotheses. All these were based on summarization on previous papers and combination of conception and industrial characteristic.Through 11 days' questionnaire survey, the writer collected 194 valid questionnaires. Using the data from questionnaire survey and analysis technology from SPSS12.0, this paper discussed how much the demonstration datum sustained the model and its hypotheses.Concerning to the Five Influences Model, the main conclusions are as follows:1. Switch Barrier has an obvious causality with patient's Attitude Loyalty or Behavior Loyalty. Indicator "Cure Cost" influences the Attitude Loyalty, and Indicator "Opponent Skill" influences the Behavior Loyalty.2. Service Quality has an obvious causality with patient's Attitude Loyalty. Many Indicators of Service Quality appear in Attitude Loyalty's regressive equation. These Indicators are "Cure Validity" "Cure Security" "Cure Fitness" "Fee Regulation" and "Cure In time".3. Hospital Reputation has an obvious causality with patient's Behavior Loyalty. Indicators of Hospital Reputation that can influence Behavior Loyalty are "Skill Advance" "Well-Knowning" "Price Economy" "Environment Advance".In the end, based on these above conclusions, this paper also explored the ways of fostering Patient Loyalty for Community-based health care organizations, relative model was set up.