Study On Inpatients’ Satisfaction And Its Affecting Factors In A Hospital

Objective:Through the investigation of hospital inpatients in Quzhou City, the study was to evaluate the satisfaction of hospital services, analyse the factors of inpatients’satisfaction, so as to provide the reference for hospitals and government management department of medical decision making.Methods:From June 2014 to July, the 400 study samples were selected from a hospital in Quzhou using random sampling method. A self-administered questionnaire entitled in Inpatient’s Satisfaction Questionnaire was used to collect the inpatient’s information about basic characteristics such as gender, age, working status, education, payment, etc, and consulting reason as well as the five dimensions of satisfaction including hospital environment and facilities, attitude of staff, waiting time, medical procedure, and medical service result. Literature research, questionnaire survey, statistical analysis were used to be the research methods. Data were analyzed using SPSS17.0.Results:The score of satisfaction of hospital services was 3.84±0.68. The highest score was in the domain of Medical procedure, followed by medical service attitude, hospital environment and facilities, waiting time, service result. Occupation, age, education level, income, and the unit became the main factors affecting the satisfaction of inpatients. Those who were urban workers, the elder, the higher education and income persons, suffering from a heavier disease have low medical service satisfaction.Conclusion:The overall satisfaction of the inpatients is relatively high, but the inpatients were not satisfied with the high cost of medical examination and drug, waiting time. It was recommended that hospital can control costs, shorten the processing time and establish effective service marketing strategy in order to improve the satisfaction of inpatients.