Patient Satisfaction With Medical Services And Improvement Strategy Of Hospital A

With the proceeding of Chinese health system reform as well as the marketization of medical industry, medical model has changed from biomedicine to biological-psychological-social medicine. The core of competition among medical institutions has extended from medical technology to non-technical content in order to expand the market share.In this paper we take hospital A as an example and choose questionnaire along with face-to-face interview as research methods for purpose of investigating inpatients’ satisfaction degree on “equipment and surroundings”, “service attitude”, “waiting time for medical service”, “medical process” and “overall impression”. SPSS 17.0 is used to analyze the data we collect. The data show that inpatients are content with the medical services on the whole; “Equipment and surroundings” scores highest among all the factors; “Waiting time for medical service” scores lowest among all the factors due to low marks of sub-factors “waiting time for outpatient service ”and “waiting time for inpatient service”; In terms of “service attitude”, “outpatient doctors’ service attitude”, “service attitude of those who handle the hospitalization procedure” are the most unsatisfactory sub-factors; In “overall impression”, some of the inpatients are not satisfied with sub-factor “hospitalization expenses”.There are still some inadequacies in this study. Firstly, questionnaire is designed by researcher through references and some factors which may affect the satisfaction degree are not included. Secondly, the roles of investigators were held by interns of hospital A, whose capacities in investigation are still to be strengthened. Thirdly, our Health Administrative Departments haven’t established a mature evaluation system in assessing inpatients’ satisfaction degree on medical service. In further research, we should choose sampling methods more rigorously, design questionnaire more scientifically and select research methods more strictly. In addition, precision of data analysis and practicality of research findings should be improved in future.