The Research Of Satisfaction With Medical Service In Anshan Public Hospitals

With deepening the reform of the pharmaceutical and health care system andopening of medical market gradually, the competition of medical service is becomingintense. A number of natial public hospitals have been restricted by administrativesystem so that the research of patient satisfaction is relatively less, so the researchinvestigates the public hospitals in Anshan and tries to find out the factors whichaffect patient satisfaction with medical service.This research adopts a mature concept model of satisfaction and designs theinvestigating data which affect satisfaction factors scientifically. The researchinvestigates deeply the satisfaction of the patients and staff of the17public hospitalsin Anshan with the medical service; analyzes the factors affecting patient satisfactionby professional computational methods and analysis of variance; proposes theinstructional suggestion on the optimizing the resource allocation of public hospitals;states the main problems and reasons which leads to low patient satisfaction withmedical service and presents the rationalization proposals at last.The research discovers the important factors affecting patient satisfaction, whichincludes medical technology level, medical effect, the attitude of medical staff,doctor-patient communication, medical expense, medical procedure, medicalenviorenment and the convenience of medical service. The result of the researchshows that the patient satisfaction with medical expense and medical enviorenment islower, which needs to be improved firstly by public hospitals; the convenience ofmedical service and medical effect need improving secondly. The staff satisfactioninvestigation indicates that the medical staff has the lowest satisfaction with the salaryand welfare, which influences the enthusiasm of the medical staff and needs to beconsidered firstly; the second factor affecting staff satisfaction is the trainingopportunities. Through the investigation, the more needs provided by the hospitals aresuitable for the patients, the higher of the patient satisfaction; the staff satisfactionaffects their enthusiasm and the patient satisfaction, which indicates that the needsatisfaction results in patient satisfaction. By the analysis of the influential factors, theimproving of patient satisfaction is a systematic process, which needs the cooperationof the direct medical department and indirect medical serving department. Theevaluation of patient satisfaction with medical service needs to be measured,estimated and adjusted periodically, which could function appropriately.