An Empirical Research On The Conduction Effect Of The Medical Staff Satisfaction To Patient Satisfaction

Although it is generally believed that there exists correlation between the medical staff satisfaction and patient satisfaction, not satisfied with the medical staff would not have the satisfied patients., few systermatic studies on the realationship between them, and there is a big flaw in the existing research, most of them are the direct research, or filtrating intermediate variables, but the indirect conductin study between medical staff and patient satsfaction is very little.Based on the literature review and analysis, the study mainly chose job burnout, perceived quality as the intermediate variables to establish the medical staff satisfaction to patient satisfaction's conduction effect concept model, using structural equation model to explore the conduction effect. Meanwhile through the empirical research by the samples of six public hospitals in Hang-zhou, after model modification, finally proposed a new conduction model of the medical staff satisfaction to patient satisfaction's conduction effect.The results show that:the medical staff satisfaction has direct effect to patient satisfaction, and at the same the indirect conduction effect throught medical staff job burnout and patients' perceived quality is significant; Medical staffjob burnout has no significant conduction effect to patients' perceived quality, but the negative effect to the patients' satisfaction is significant; Patient perceived quality has a stronger direct conduction effect to patients' satisfaction.