Study On The Satisfaction And Its Affecting Factors Of Public Hosptial

Objects:Through the investigation of the satisfaction of patients and hospital staff of two third-grade class-A general hospitals of QingDao, and systematical evaluated of the impacts of medical technology, medical environment, service quality and service attitude and medical service prices on hospital satisfaction,and explored a way of improving hospital satisfaction,to improve hospital management by providing scientific basis for decision.Methods:Through a lot of literature review and expert consultation to develop the satisfaction questionnaires, carry out random sampling on medical patients and hospital staff. According to the results of analyses and comparations on the data from two hospitals by SPSS software, to intervene one of the impact factor of satisfaction and compare again the satisfaction after the intervention.Results:Two hospitals were high overall satisfaction. The satisfaction of Hospital A was higher than it of Hospital B in medical technology, medical procedures, medical effects, medical expenses, medical environment, employee satisfaction and overall satisfaction unless service attitude, and the difference was statistically significant. The hospital B process satisfaction was obviously improved after the hospital B process reform. Conclusion:Level of medical technology, the attitude of medical staff, medical expenses, medical environment and medical procedures, especially waiting time were important factors in patient satisfaction; Employee satisfaction is the important factors affected hospitals development, it extent affect patient satisfaction, so the hospital also must pay close attention to the employee satisfaction, and two hospital staff to pay satisfaction is low, this is the main factors affect employee satisfaction.The patient satisfaction of Hospital A was higher than it of Hospital B; The overall satisfaction of hospital staff of Hospital A was higher than it of Hospital B; Confirmed that the actual gap between the two hospitals is consistent workload, enhance patient satisfaction management is the development of the hospital to promote a positive.