Case Studies Of Outpatient Loyalty In Public Hospitals And Private Hospital

ObjectiveWith the increasing health care system reform, the Government encourages community groups building hospitals, more and more private hospitals appear, public hospitals, the medical profession is no longer dominant. Medical market matures, in order to stabilize the position in the medical market, medical institutions began to pay attention to patient loyalty.In the health system with Chinese characteristics, public hospitals and private hospitals exist many differences, such as operations, research and academic. Whether public hospitals or private hospitals, in order to attract and retain patients in patients, medical institutions began to patient as the focus, the implementation of various measures to improve outpatient loyalty. Loyalty If patients and hospital properties match build mechanism will help different hospitals improve outpatient loyalty.This article aims to compare patients in public hospitals and private hospitals loyalty whether there are differences, and to analyze the impact of factors come effective way to improve hospital outpatient loyalty, to different types of hospitals refer patients to establish loyalty.MethodsIn a lot of literature searching on the specific circumstances of the characteristics of the health care industry and a hospital on the scale indicator, since the proposed questionnaire, and through pre-survey, to make further adjustments related indicators, a final questionnaire of this study. By the method of random sampling taken from the Guangdong Provincial Hospital and Dongguan Hong Wah Hospital two three private hospital outpatient survey,200 questionnaires distributed each hospital, a total of 400 copies. Through Microsoft Office EXCEL2007 establish a database with SPSS19.0 descriptive statistics, factor analysis, regression analysis, statistical methods, analysis of patients in public hospitals and private hospitals loyalty whether there are differences, and to analyze its influencing factors.ResultThe public hospitals (Hospital of Guangdong Province as an example paper) factors outpatients loyalty regression equation:y hat-0.25x1+0.23x2+0.253x3+0.788, where y hat, attitude and behavior on behalf of loyalty, X1 representatives of medical technology, x2 representatives of service recovery, x3 on behalf of the doctor-patient communication. The private hospitals (paper Dongguan Hong Wah Hospital, for example) factors outpatients loyalty regression equation:y hat=0.535x1+0.442x2+1.23, where y hat on behalf of loyalty, x1 behalf of the hospital brand, x2 representatives treatment experience.ConclusionBased on these findings, the public hospitals and private hospitals were put forward recommendations to improve outpatient loyalty. Public hospitals can improve the hospital experience from strengthening service recovery and the doctor-patient communication to enhance outpatient loyalty; private hospitals by improving medical technology, establishing a brand image, enhancing employee loyalty, developing the family care, hospice care and other special services, conducting real-time satisfaction survey, the establishment of a return visit system to retain patients.