| Objective: Patients’ satisfaction survey is an effective measure to improve the quality of medical service and improve the effectiveness of medical treatment.The main purpose of this study is that,through the patient satisfaction survey held in a Tianjin public 3 armour hospital,to find out the hospitals’ weak links or weakness in medical service quality,service attitude,medical environment and other problems existing in the process of medical services.By using the survey we could propose improvement measures to the hospital managers and to provide more accurate reference for the related regulatory decision-making department.Method: We implemented the patient satisfaction survey research from 2015 Sep.3rd to September 15 th,and all the work was done in a first-class hospital in Tianjin to complete the overall evaluation.Investigation for the assessment included hospitalized patients and their families.At first,communicated with the hospital management,investigators(third party staff,the staff has no direct or indirect contact with hospital)used the patient satisfaction survey system portable mobile terminal as the investigation method,we look into each design of clinical departments in-depth to collect data.We informed the patient what we request and fill in the questionnaire,all the questionnaire should be answered by the patients themselves or their accompany families.By using internal calculation model,summary analysis was carried out by the acquisition,we calculated the clinical departments,ward and patients satisfaction and satisfaction index.We descripted basic condition for the investigation of the patient’s general condition,such as gender,age,cultural level,income level and so on.Then we calculated hospital patients’ partial satisfaction respectively and the overall satisfaction rate,root cause analysis,13 hospital medical practice links,finally found out the most important influence factors to improve satisfaction links.At last,we took further analysis about the survey data,such as the Logistic regression statistical methods to analysis the hospital patient satisfaction.According to the results,we made further suggestions to improve inpatients’ satisfaction level and put forward targeted recommendations.Results:1 Determine the sample size of hospital patients’ satisfaction surveyAccording to a certain level of first-class hospital in Tianjin for three consecutive days inpatients with total amount and the distribution of each department,we could draw a conclusion that of the average daily total hospitalized patients were 800 ~ 1000 by comprehensively analysis.Through statistical sampling model analysis,the survey sample size more than 420 people were able to guarantee data can reflect the current state of the hospital overall.In satisfaction survey to investigate 459 hospitalized patients,conform to the requirements of the sample,we can carry out statistical analysis.2 hospitalized patients basic situation introduction and admitted reasons to hospitalThe survey results showed that a whole first-class hospital patients’ satisfaction rate is 92.57%.The investigation totally collected hospitalized patients 459 cases,in which 213 were men(46.41%)and 246 were women(53.59%).The average age of respondents was(49.36±12.87)years,with 18 ~ 55 taken into the majority(62.75%);Patient education is given priority to with high school level(58.61%),native source is given priority to city(84.09%)patients.The major cause of hospitalized patients choose this hospital as their destinations were the high medical technology and large hospital reputation and we had cultivated a lot of famous experts and good service attitude,with the rate of 25.63%,21.58%,19.64%,21.58%,respectively.3 Departments category inpatients satisfaction ranking as listedThe top five process of medical behavior could be concluded as the advantage of our current link were anesthesia,patient safety,the construction of medical ethics,nursing link,and service attitude,the overall satisfaction rate of patients to these five links were94.10%、93.67%、93.28%、92.68% and 92.68% respectively;Our hidden top five dangers existed were price perception,medical environment and services,auxiliary inspection link,and admission link of hospital,the overall dissatisfaction rate of patients to these five links were 19.18%,12.25%,11.82%,10.21%,11.82%,respectively;The top five mainly influence the hospital inpatients satisfaction were to improve the link of price perception,medical environment and services,link and the auxiliary inspection,admission links,the overall dissatisfaction rate of patients to these five links were,respectively,5.40%,2.52%,1.95%,1.86%,1.95%.Five departments inpatients’ satisfaction rate reached of 100%,respectively is a heart,outside general,respiratory medicine,a branch of department of gynaecology and obstetrics.Departments inpatients’ satisfaction rate had not reached 85% as listed,respectively is endocrinology(82.78%),(82.01)in pediatrics,dermatology(81.06%)and regions(79.09%).4 Based on the data researches by using the method of group logistics regression we could find out the key point in influencing inpatients satisfaction linksWe finally found out the key point in influencing inpatients satisfaction links anesthesia,patient safety,medical ethics,service attitude,auxiliary treatment of link,check link and price perception,difference is statistically significant,P < 0.05.Conclusion:1 The overall satisfaction rate of hospitalized patients in the hospital was better.2 The inpatients’ satisfaction survey suggested that link of price perception,the clinical environment,hospital environments and auxiliary inspection were urgently need to treat of the 13 medical behaviors.3 The key factors affecting the patient’s satisfaction in the hospital were surgical anesthesia,patient safety,medical ethics,service attitude,treatment,supplementary examination and price perception. |
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