A Study On The Interference Factors Of Patient Satisfaction Survey

As an important reference for medical institutions to improve their management, current patient satisfaction survey has been questioned about credibility and effectiveness. How to measure patient satisfaction scientifically has become an important challenge in theoretical study and practical management. Rooted in the medical situation in China, this dissertation summarizes the problems of patient satisfaction survey drawing lessons from Face Theory, and demonstrates the interference mechanism about how face effecting patient satisfaction survey. Finally, this dissertation also provides suggestions for optimizing survey methods and correcting satisfaction data.This dissertation firstly reviews the researches about patient satisfaction and also analyses the differences between customer satisfaction survey and patient satisfaction survey in terms of information asymmetry and unequal status between hospital and patients, then puts forward that Face Culture, the typical Chinese social culture, disturbs the patient satisfaction survey. Besides, this dissertation takes a systematic and detailed summary on Face Theory research, and then proposes the theoretical model and hypothesis of how Face interferences patient satisfaction survey which is based on Face Effect.In the empirical design, we firstly take the interview with patients to verify the logic feasibility of our theoretical model, then we choose the quasi-experiment research methodology for the purpose of research, finally we complete the whole empirical design in four aspects, namely sample selection, experimental variable control, questionnaire design and experimental process control.By using SPSS 18.0 and Lisrel8.5 to analyze data, this dissertation reaches the following conclusions. Firstly, the main characteristics of survey subject ("power distance" and "relationship distance") and reference group influence are the important factors affecting patient satisfaction survey. Secondly, the characteristics of survey subject have a significant positive effect on inconstant indicator evaluation, such as the overall satisfaction, doctor-patient communication, treatment effect, medical expenses, hospital image, but they have no interference on the evaluation about medical comfort and medical convenience. Thirdly, reference group has an significant positive effect on all of the evaluation indicators. Finally, survey subject characteristics have a reinforcement interaction effect with reference group on the evaluation of overall satisfaction, doctor-patient communication, medical convenience, medical expenses, hospital image. Based on the above conclusions, this dissertation provides some management suggestions about optimizing patient satisfaction survey methods and correcting satisfaction data.In the end, this dissertation summarizes the whole research, and points out the research limitation and future prospects of research.