The Survey And Research Of Outpatients’ Satisfaction After The Reform Of Hospital Management

Objective:With the development of Chinese economy and the medical service reform, mostpeople have more and more request about health issues, so hospitals have to makereforms in order to meet people’s need. On the basis of the patient-centered patternand values, hospitals management focus on the understanding and discovering thepatients’ need, offer the satisfactory service and earn profit[2]. As the main servicetarget, the patients have the right to choose different hospitals, and the hospitals haveto face the severe competitive situations[3]. In recent years, a lot of comprehensivehospitals develop quickly and efficiently, reunion small hospitals, construct newbuildings, and improve the external environment as well as fundamental equipment.Meanwhile, they also introduce various talents, support medical personnel to studyoverseas and have the domestic and foreign exchange experience, increase thehigh-tech examination devices and to meet the increasing requirements of patienthealth. Moreover, hospitals increase the training of medical staff, improve the qualityof medical services, and establish the reputation of every hospital so as to achievemore visit from patients, so through those improvement, hospitals are able to keep thepatient quantity and face to the competition between different hospitals. Patientsatisfaction survey can reflect the quality of medical services in hospitals from thepatients’ point of view. The organizers and researchers of hospitals believe that thepatient satisfaction survey can fully reflect the views of patients and provide animportant reference for the further improvement of the quality of health care.Methods:Use cross-sectional method. Adopt the questionnaires for the face-to-facesurveys which were conducted by the experienced investigators. This questionnaireused the practical outpatients’ satisfaction measurement tools by Li Lin and ChengHong in2009[23]. The investigation completed after diagnosis and treatment ofpatients, the investigators were responsible to answer inquires and the explanation,assisted the patient to complete the questionnaire, and collected those questionnaires.Use SPSS19.0statistical analysis software for recording and data analysis.Results: Through the analysis of the single element in patient satisfaction influence factors,patients with different genders have the different rate of the satisfaction for the clinicservice (P=0.01); the patients from various departments have the different rate of thesatisfaction for the clinic service (P=0.001); the patients with various educationallevels, age, place of birth (city or country), different times of visiting, and expensesare meaningless in statistics and so those cannot be recognized as the difference in therate of satisfaction (P>0.05).Conclusion:This investigation displayed that this medical service reform in our hospital haveenhanced the attention that medical personnel pay to the patients and raised themedical personnel own service consciousness through the training of the service steps,standard behaviors, appearance and communication skills. The training of theprofessional skills to the medical personnel resulted in the development of medicallevel of all doctors, nurses and so on. The establishment of the medical assistancecenter reduced the seeking and waiting time of patients and played a vital role in thesatisfaction from patients. The patient-centered reform conducted by our hospital hasachieved the satisfaction from patients and reached the purpose of reform. However,this survey still found some problems and weaknesses in the clinic service of ourhospital. For the understanding the need of patients and further reform, this researchprovides the reform steps and reliable evidences.