The Research Of The Effect Of Medical Staff Commitment In Public Hospitals On Patients’ Satisfaction

With the development of the new medical reform and the launch of "Three good, one satisfaction" activities and "Actions to improve health service" activities by National Health and Family Planning Commission, patient satisfaction has become a growing important indicator in the evaluation of hospital work. Patient satisfaction is mainly affected by such factors as level of medical technology, the service attitude, the level of communication, medical costs, environmental facilities, and medical staff commitment to a certain extent affects patient satisfaction by the behavior and attitudes in the process of providing treatment services for patients. In business management, there are a large number of studies that have confirmed that employee commitment has a positive influence on customer satisfaction, and research in this area in the medical services industry is rare, worth further exploration and research.Objective:By studying the relationship between the commitment of medical staff and patient satisfaction, and exploring the mechanism of the conduction and SEM between them, the paper intends to identify the key factors influencing them, and measure the degree of influence between them provide decision-making reference for the public hospitals’reform and development in how to retain employees, retain talent, mobilize the enthusiasm of staff, thus better serving the public health.Subjects and Methods:This stud takes the medical staff and inpatinets in one Tertiary General Hospital in Nanjing as subjects, with the ratio of 1:2 ratio to match a random sample and the final group of 269 valid questionnaires matching. Using SPSS20.0 statistical software for data analysis and descriptive exploratory factor analysis and using statistical software Mplus7.0 to construct structural equation modeling and path coefficients among medical commitment, medical service quality and patient satisfaction. And then by observed variants investigating the path relationship between them, the paper finds out the key influencing factors.Results:(1) the index of fitness of structural equation modeling is:x2=597.171, df=374,p<0.001;CFI=0.940,TLI=0.935,RMSEA=0.047,SRMR=0.046. (2) path coefficient runs as follows:the coefficient of medical staff commitment on health care service quality is 0.430, the coefficient of staff commitment on patient satisfaction is 0.143, and the coefficient of medical service quality on patient satisfaction is 0.847; (3) the mediation effect of quality of health care service t is obvious, and the mediating effect is 0.364, greater than the direct effect 0.143.Conclusions:(1)the fitting effect of structural equation model is good with all values at acceptable levels; (2) the factor loading of each observed variant in the confirmatory factor analysis is relatively high and can better reflect the level of each latent variable; (3) the medical staff commitment through quality health care services to patient satisfaction has a strong indirect influence while the direct influence is weak; (4) the direct influence of the quality of health care services on patients’ satisfaction influence is strong.Discussions and Suggestions:(1)By revising questionnaires and constructing structural equation model, the paper reveals the effect of medical staff on patients’ satisfaction. (2) hospital managers should pay attention to enhance staff commitment, thus contributing to enhance patient satisfaction; (3) the hospitals should focus on the fostering and train of medical personnel, greatly enhancing the level of medical technology and communication skills;(4) the team of doctors and nurses should strengthen cooperation within the group, and enhance medical services inter-operability.