A Study Of The Impact On Patient Satisfaction With Quality Of Services In Waiting Link From The Perspective Of Experience And Its Coping Strategies

Usually the researchers are more focused on the construction of satisfaction assessment system,analysis on the factors that can have impact on satisfaction,and dual research with other subjects.In this paper,quality of waiting for service will be researched as an indicator that can affect patient satisfaction.Waiting for service is an important factor to patient satisfaction in a hospital,which is also a problem that patients are concerned.Previous references mainly focused on the respective of psychology,perception or economics,but in this paper it will start a research from experience aspect.The research tries to find how waiting for service impacts on patient satisfaction,and that will be explained by the theory of satisfaction,perceived values,Maslow's hierarchy of needs,etc.Outpatients were randomly asked to do the questionnaires with the information of waiting currency in H hospital.A software named SPSS will be used to analyze the collecting data,with the purpose of finding differences of demands and experience in the waiting time between patients with different characteristics.Finally,the strategies will be designed to improve the situation.In this paper,we have answered three questions mentioned in the second chapter,that is(1)The most important demands for patients during the waiting time is sanitary condition and reminders before patients entering the consulting room.(2)Six kinds of experience can have impact on patient satisfaction,which is whether people are available to get health information,the variety ways of registration and making an appointment,congestion level of the environment,the color,and the temperature.(3)Patient's tolerant waiting time is 87 minutes,which is quite closed to the actual visiting time,but also be much shorter than patient's perceived waiting time with a gap of 1.5 hours.In additional,here's another two findings,that is(1)Patient satisfaction can be affected by people with different residences,perceived waiting time,demands and experience.(2)Patients with different characteristics have different demands and experience.Thus,we suggest that differentiated service need be designed on the base of patients with different characteristics,and the advantages of VIP clinics may be emphasized when comparing to the normal clinics.