The Study On Patient Satisfaction And Its Influencing Factors In A Public Hospital

Research purposes:This study investigates the patients’ satisfaction in a certain level of first-class hospitalby applying the satisfaction questionnaire of the public hospital inpatients, and analyzes themain influencing factors which affect the inpatients satisfaction, then puts forward theeffective countermeasures and Suggestions which will provide the theory and practice basisfor managers to formulate the relevant rules and regulations.Research methods:Apply the method of literature analysis and expert consultation method to develop thesatisfaction questionnaire of the public hospital inpatients, and apply the method ofquestionnaire and interview method to carry out the inpatients satisfaction survey, then Applythe statistical analysis, for example t test and F test, logistic regression analysis method,analysis the main factors influencing the patients’ satisfaction.Research results:1．This research bases on two-factor theory, customer satisfaction theory and theMaslow’s hierarchy of needs, and applies the expert consultation method to establish thesatisfaction questionnaire of the public hospital inpatients. The satisfaction questionnaire ofthe public hospital inpatients contains seven aspects, including the medical quality, medicalenvironment, medical ethics, medical expenses, doctor-patient communication, medicalprocess and Logistic support.2．This research has1012valid questionnaires. Men account for56.92%, women43.08%;Mean age,42.74years; Married46.64%, unmarried53.36%; Urban residents63.54%, ruralresidents63.54%; Junior high school and the following37.06%, secondary and high schooldegree38.04%, college and bachelor’s degree16.80%, master degree and above8.10%; Urban Employee Basic Medical Insurance33.89%, Urban Residents Basic Medical Insurance21.44%, New-type Rural Cooperative Medical Insurance System41.60%, CommercialInsurance2.17%,Self-pay medicine0.89%. Average monthly household income of less than4000yuan26.88%,4000-6000yuan (31.32%),6000-8000yuan30.24%, more than8000yuan11.56%; Workers36.86%, farmers39.03%, students5.63%, retirees10.08%.3．The results show that the patients satisfaction in terms of quality of medical treatmentis80.43%; The highest satisfaction is the medical environment which is89.13%; The aspectof medical ethics and degree is82.71%; Satisfaction for the medical expenses is78.56%;Medical process satisfaction is77.08%; Doctor-patient communication satisfaction is81.52%;Logistic support satisfaction is82.81%.4．Analyze the different characteristics of public hospital inpatients satisfaction: thedifferent gender, age, marital status, and different payment methods have no statisticalsignificance (p>0.05); the different culture degree and family income of patients havestatistically significant (p <0.05).5．Public hospital inpatients satisfaction factor Logistic regression analysis: Age, culturallevel, family average monthly income level, medical quality, medical expenses and thedoctor-patient communication finally enter the regression equation.Research conclusions:1．The patient centered and strengthen the humanistic care hospital2．To improve the quality of hospital medical3．To strengthen the construction of medical ethics and improve the staff’s serviceconsciousness4．Many measures to reduce the economic burden5．Optimize the medical service process and improve the work efficiency6．the foundation of establish good doctor-patient relationship is to strengthen thedoctor-patient’s communication...