| BackgroundWith the development of the social market economy, the medical industry’s competition intensifies day by day, especially in recent years, with the pace of reform of the health care system accelerated,it has gradually come into the deep water area. Especially, the National Health Planning Commission has put forward a file-on the promotion of the county public hospital comprehensive reform opinions-which clearly wants to support, encourage social capital held in medical institutions.As a result, it will lead to the increasing competition between hospitals inevitably, even more, entering hot condition. At the same time, "protect the basic step, strengthen basic level", as well as,the new IICA patients "ailment a township, a serious illness county" and "90% patients hospitalized a county" policy requirements, bring the municipal level and above public hospital survival and development to face more severe crisis. If hospital intends to defuse the crisis, enhances competitiveness, it should win the war on patients competition.And how to keep patients retain, improve patient loyalty is to ponder the question to the needs in the development of hospital.The loyalty of the patients is valuable and stable resource for the development of hospital, because, it can not only promote the economic and social benefits,but also the competitiveness of the hospital. The higher patient loyalty is a magic weapon which makes the hospital win in the fierce competition.The hospital we are going to study,because of the slow growth on patients number,it appears to limit the pace of development of the hospital, Especially facing such fierce market competition, the hospital leaders at all levels are very anxious and eager to solve this problem,Some measures has been taken into the publicity,but the improvement is not obvious. For this reason,the hoapital urgently wants to know the status quo of discharged patient loyalty and to understand the impact of various factors, So that,it can take various measures to promote the sustained rise, number of patients, promote the development of hospital.ObjectivesBased on service, current situation, hospital discharge in patients with serious statistical understanding of loyalty, and the factors that affect the loyalty of the analysis about the three levels of a hospital in the 12th month in 2014 of the City called Bengbu in Anhui Province,the hospital can put forward to improve and enhance the loyalty of theopinions and suggestions.MethodsThe article used the methods of investigating literature, questionnaire survey, expert consultation to study on preparation survey questionnaire of discharged patients’loyalty,meanwhile, carried out field investigation work on questionnaire investigation. After the effective data collation and analysis of questionnaire, the basic situation of the patients surveyed and patient loyalty discharge situation was analyzed by descriptive statistics, chi square test and factor method, and multi factors in patients with logistic loyalty discharge influence on stepwise regression method to carry on the research analysis.Main ResultsIn this survey,283 questionnaires were distributed,277 valid questionnaires recovered, the recovery rate of effective questionnaire is 97.9%, which belongs to a higher rate. Moreover,it achieves a relative balance on discharged patients’gender, age, culture degree constitute.As a result, discharged patients behavior loyalty is 79.1%,ttitude loyalty is 66.8%, the true loyalty is 66.8%. which is relatively lower. In the analysis of patients with various sections of loyalty, loyalty behavior and attitudes of department of internal medicine, obstetrics and gynecology of infection are relatively higher, however, pediatric surgery,rehabilitation are relatively lowerBy investigating the factors impact on patient loyalty, We find no difference of the discharged patients from different age, sex, culture degree, occupation and other factors of patients respectively and loyalty behaviors and attitudes. There is no statistical significance; Patients with different discharge sections respectively and loyalty behaviors and attitudes of the discharged patients are different, there is statistical significance, It also shows that some departments with higher loyalty such as infectious diseases, department of internal medicine and so on may worth learning in management to other department. While relating to the level of medical technology, service attitude, medical environment, service process, communication between doctors and patients,medical ethics, medical expenses(7 first level indexes, 37 two level indexes) have differences in patient attitude loyalty and behavior loyalty, there is statistical significance.Through the analysis of the multi factors logistic regression, The results approves that there are 4 different factors between patients with different medical payment, with different feelings of medical technology, understanding the situation ofrnedical expenses as well as to the medical staff whether to accept extra rewards etc. and patient behavior loyalty, there is statistical significance.Furthermore, there are differences between patients with service attitude, medical technology, the discharge of different feelings, the medical staff whether to accepting extra rewards and patient attitude loyalty,which also has statistical significance.Conclusions and suggestionsThe real loyalty of patients we study is relatively lower, so designing on medical technology, service attitude, medical environment, service process, communication between doctors and patients.medical ethics, medical expenses are related to behavior loyalty and attitude loyalty patients discharged associated; patients with different medical payment, with different feelings of medical technology, understanding the situation ofrnedical expenses as well as to the medical staff whether to accept extra rewards are the major Influence factors for patient behavior loyalty,meanwhile, patients with service attitude, medical technology, the discharge of different feelings, the medical staff whether to accepting extra rewards are the major Influence factors for patient attitude loyalty.For these reasons,it is advised the hospital actively holds seminars, summers up management experience from the department of relatively higher loyalty, which can promote in the hospital; The hospital should constantly improve the management in medical technology, service attitude, medical environment, service process, communication between doctors and patients, medical ethics, medical expenses and other fields,and,take active measures to improve the patients’ loyalty comprehensively. Especially through the strengthening the patients type of medical insurance management, improving the level of medical technology continuously, advancing service attitude, strengthening the doctor-patient communication system implementation, enhancing the hospital medical ethics management continuously to improve the patient behavior or attitude loyalty loyalty. |
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