Medical Service Quality Management And Patient Satisfaction Research

Facing the entrances of WTO and improvement of the institution reform of healthcare in our country, increasing the quality of healthcare service is an effective way that our country healthcare service organization can constantly strengthen the patient' s satisfaction and increase the competitive ability of hospital. The quality of healthcare service is foundation and kernel of hospital management. The investigation and the appraisal on the hospital patient' s satisfaction has become an important job, which the modern hospital must do to improve and enhance the quality of healthcare service. Studying the system of the quality of healthcare service and patient' s satisfaction and giving the proposal is the target of the dissertation.The research adopts the theories analysis and practical analysis, qualitative analysis and quantitative analysis, gives a systematical research on the system of healthcare service quality management and patient' s satisfaction.The object of the research is Renji Hospital and the random sample includes 272 outpatients and 166 inpatients. The assessment of the healthcare service and questionary include seven factors, which are environment facility, service attitude, diagnosis process, management efficiency, medical treatment expense, medical ethics and service result, and investigate patient' s satisfaction and importance.The statistical methods of the research include descriptive statistics, frequency analysis, reliability analysis, correlation analysis and one-way analysis of variance, etc.The result of the research indicates that the level of patient' s satisfaction in Renji Hospital is better than medium level; the different patient' s characteristics such as age, education level and domicile affect the quality of the healthcare service; the patient' s satisfaction of inpatient is better than that of outpatient; the factor of medical treatment expense is the worst one in all factors affect patient' s satisfaction; the factors of environment facility, diagnosis process, medical treatment expense, medical ethics are interrelated with patient' s importance in out-patient and the factors of service attitude, management efficiency are interrelated with patient' s importance in in-patient.According to the conclusion of the research, the suggestion can be given as the reference to the hospital management: pay attention to patient' s satisfaction assessment and enhance the expected and perceptive value of patient; establishing an integrated medical trouble communication system and special complain accept organization; optimize service process and raise cost transparency; establish a systemic medical train system in order to improve staff' s culture and technique; supervise the medical treatment process, in order to incarnate the idea that everything is central with patient and establish harmonic medical trouble relation, etc.