The Study On The Satisfaction Of Patients In The Second-class Public Hospital And Countermeasures In The Tiexi Of Shenyang City

Objective:This study investigated the district of Tiexi in five second-class public hospitals’ patients satisfaction in Shenyang city and evaluated the different aspects systematically on service attitude, medical environment, medical procedures, medical expenses, medical ethics, medical technology and others. From the point of view of the patients, we discuss the important factors that affect the satisfaction of the hospital and explored a way to improve the satisfaction of the quality of medical service in the second-class public hospitals and to promote the hospital management, improve medical service level and provide scientific basis for decision making. Methods:Using the questionnaire which was self-designed " A district of Shenyang second-class public hospital questionnaire ", in the Tiexi district of Shenyang City center hospital during March to June of 2015 for five second-class public hospitals’ patients in the questionnaire. Each hospital questionnaire 100, a total of 500 copies, recycling 498, recovery rate is 99.60%, by further check, eliminate 34 invalid questionnaire, 464 copies of effective rate was 93.20%. Questionnaire includes service attitude, medical environment, medical process, medical expenses, medical ethics and medical technology six dimensions for a total of 38 indicators.Using Epidate 3.0 established the database. Data entring used the method of double entrys. Using SPSS 18.0 for data processing, the quantitative data, application ?X ± S deviation statistical description. Conforming to the normal distribution of multiple sets of measurement data statistical analysis with single factor analysis of variance, and data statistical analysis it with SPSS 18.0, p < 0.05, the difference is statistically significant.(1)In the survey of 464 patients, sex ratio, age distribution in the majority with 45 to 60, accounted for 68.11% of the total; Literacy in the majority with college degree or above, the number of junior and senior high school, accounting for 72.10% of the total number of; In the majority with 2000-2500 RMB monthly income.(2)The medical background of people:73.30% of them seek medical advice with cash,67.2% of them have the urban workers medical insurance,63.58% of them took the outpatient way for admission. Half of the people are the first time to seek medical advice in the hospital, and 53.70% of the people made the first choice of unicipal hospitals or provincial hospitals.(3)Do signed-rank test in patients with different degree of public hospital medical service quality satisfaction difference, P = 0.218, P>α.So it can’t think the patients’ medical service quality satisfaction has statistical significance. Do analysis of patients with different income levels of public hospital medical service quality satisfaction differences, P = 0.138, P>α.So it can’t think the difference of the income monthly of one about the medical service quality satisfaction exists. Do analysis in patients with different types of insurance of the difference between public hospital medical service quality satisfaction, P = 0.200, P>α So it can’t think in patients with different types of insurance about the medical service quality satisfaction has differences.(4)The distance of the medical institutions and medical personnel service attitude, hospital fees, medical technical level, whether it is the convenience degree of sentinel hospitals and health care expenses is a major factor patients to choose hospitals. 57.3% of patients are more likely to tertiary hospital.(5)In these procedures, the doctor for your illness condition, visit, registration, payment, how easy it is to take the medicine, the doctor examined and diagnosis and treatment procedures of ease satisfaction score were higher than the medical process. Each project scores are higher than the overall score, which means the "1 + 1 < 2", need to find out why, optimizing the treatment process.(6) In terms of service attitude, satisfaction from high to low in turn for service attitude of nurses and doctors service attitude, the people of guide patients go to a doctor registered and charging window staff service attitude, health workers service attitude, canteen staff service attitude. The service attitude of nurses’ satisfaction is higher than the overall satisfaction of service attitude. Results:(7)Overall satisfaction of medical expenses in hospitalized patients is 4.30, cost of drugs in patients with satisfaction is very low(3.63). Asked for the bribe, bribery case, shuffle and deal with the patient satisfaction score of 4.00, lower than the overall satisfaction of medical ethics is 4.48. Conclusion:Analysed the Second-class public hospitals’ patient satisfaction in Tiexi of Shenyang city, we got that the patient satisfaction of the hospitals get a good level. Especially this reflected in the fine qualities of working, the flow of seeking doctors, attitude of doctors in work, and so on. But the level of patient satisfaction about the price of drugs and the food, water offering are still needed to improve.