Research On Customer Satisfaction Evaluation Model Of Public Hospitals In China

Patient satisfaction may be relative to the other hospitals are not satisfied, if the other hospitals to improve patient satisfaction, patients could not satisfied with you to the hospital. Patient satisfaction by conducting investigation and study, make the hospital can be timely grasp the cause of the patients were satisfied or unsatisfied, can predict patients implicit analysis, potential demand, thus effectively promote the hospital management and medical quality of continuous improvement and innovation.Shenzhen longgang district people's hospital of 738 sickbeds, currently open 629 sickbeds, first aid, medical treatment, teaching, scientific research, prevention, health care, rehabilitation is an organic whole, is a discipline is complete, advanced equipment, strong technical force of modern comprehensive hospital. In September 2004 through the ISO9001-2000 quality management system certification.Shenzhen longgang district people's hospital of a main purpose of conducting customer satisfaction research, is to grasp the competition with other hospitals to meet customer expectations and requirements, understand the hospital in terms of improving customer satisfaction experience and practice, seeking their own with competitors, the gap between so as to take effective measures and countermeasures,But generally speaking, these indicators mainly for industry, for example, in the case of a single hospital, the index set is too rough. For medical institutions, based on the satisfaction degree of patients management system reform has become the bottleneck of development of medical institutions need to solve the problem.So this article research significance lies in:First, the shenzhen longgang district people's hospital patient satisfaction survey and analysis, through the shenzhen longgang district people's hospital patient satisfaction questionnaire distribution and collection, the collected data are shenzhen longgang district people's hospital patient satisfaction analysis and research;Second, the construction of shenzhen longgang district people's hospital patient satisfaction evaluation index, specific include:the hospital patient satisfaction evaluation index system framework, the determination of hospital patient satisfaction evaluation index weight and the shenzhen longgang district people's hospital patient satisfaction calculation and result analysis;Third, the research of shenzhen longgang district people's hospital of public hospital customer satisfaction evaluation index system of countermeasures, this part includes:meet the needs of patients and improve service quality, improve employee satisfaction, the hospital process reengineering, establishing standardized service processes, to strengthen the construction of medical service quality control system, perfecting the service remedy defects.