The Investigation Analysis Of Patients’ Medical Service Satisfaction In A Tertiary General Hospital In Hebei

With the continuous improvement of healthcare,further reform of medical and healthcare system,and transformation of medical models in China,medical services have changed from "treatment-centered" to "patient-centered",and medical institutions are operating in a more market-oriented way.Therefore,patient satisfaction surveys,as the best criteria for evaluating the performance of medical institutions,are being attached with more and more importance by medical institutions.Firstly,this study introduces the research background,purpose,significance and domestic and foreign research status of patient satisfaction,then briefly introduces the related concepts and basic theories about satisfaction,which lays a theoretical foundation for the construction and implementation of the satisfaction questionnaire.Secondly,with the application of literature analysis method and expert consultation method,the "Patience Satisfaction Questionnaire of Hebei Grade III General Hospital" was constructed,and it was used to conduct a questionnaire survey on inpatients of a Grade III general hospital in Hebei Province.Through a statistical analysis performed with SPSS21.0,the current status and influencing factors of inpatient satisfaction degree of that hospital were obtained.In terms of sociology of population,living area of inpatient,source of medical expenses,inpatient department,education level,occupation,and average annual family income will have impacts on satisfaction degree.The overall satisfaction of the hospital is 91.27%,and the figure for medical technology is the highest(92.37%),followed by medical ethics(92.14%),doctor-patient communication(92.01%),medical procedure(91.16%),hospitalization environment and logistics support(90.14%),and medical expenses(89.57%).Finally,this thesis analyzes factors affecting the satisfaction degree of inpatients,and brings up measures in consideration of the hospital’s actual situation to increase inpatient satisfaction,which includes accelerating the construction of medical personnel,optimizing the medical procedure,improving medical ethics,strengthening doctor-patient communication,controlling the unreasonable growth of medical expenses,and improving hospital environment.Therefore,management of medical institutions can take measures accordingly,and continuously improve satisfaction on medical services for inpatients.