| Objective: The survey of patient satisfaction is a work generally carried out in every hospital.With the development of science and technology,it is an inevitable trend to liberate medical workers from the multifarious survey work.This study aims to reduce the workload of medical staff in follow-up and investigation based on Iflytek's core voice technology and intelligent interaction technology.Meanwhile,it also carries out a satisfaction survey on the overall service quality of the hospital and conducts a statistical analysis on the survey results,so as to provide reference for the hospital to improve medical and health service measures.Improve the hospital patient satisfaction,thereby improving the doctor-patient relationship,and also promote the hospital staff to improve work efficiency,improve the overall level of the hospital.Methods: Through literature research,the research progress and existing problems of patient satisfaction at home and abroad were found out,and the possible influencing factors of patient satisfaction after discharge were mastered.On this basis,a satisfaction survey is conducted.From the information department of a third-level first-class hospital in Shenyang city,8696 patients with valid contact information and receiving the investigation between January 1,2019 and June 30,2019 were taken as the investigation objects,and the telephone survey was conducted by using the intelligent voice external call platform to automatically dial the phone.Due to the failure of dialing or telephone interruption for many times,7652 pieces of data were finally obtained,and the effective rate of the investigation was 87.99%.The voice telephone survey takes the five core questions of patient satisfaction as the survey content: medical technology,service attitude,charging status,treatment process,communication and answering questions.Finally,there are open questions about dissatisfaction.The satisfaction survey in this study used Likert five-level scoring method(5 points for very satisfied,4 points for satisfied,3 points for general,2 points for dissatisfied,1 point for very dissatisfied).A preliminary survey was conducted before the formal investigation.Based on the results of the preliminary survey,in order to ensure the effective use of data resources,the survey scope of patients under the age of 18 was expanded to allow their family members to reply.Patients between the age of 18 and 80 were allowed to reply only by themselves.Data were collected by using Excel2016 to build a database and input SPSS22.0 to analyze the data.General descriptive statistics were conducted on the satisfaction of patients with different characteristics,among which t-test was used for the comparison between the two groups of normal quantitative data.One-way analysis of variance was used to compare the quantitative data of multiple normal groups with homogeneous variances,and Spearman correlation analysis was used to study the relationship between the two variables.Chi-square test was used for univariate analysis of overall satisfaction score,and Logistic regression was used for multivariate analysis.P < 0.05 was considered statistically significant.Results: 1.The overall satisfaction rate of a third-grade first-class hospital in Shenyang was 93.86%.Except for the treatment cost,the satisfaction rate of the five satisfaction items was 88.80%,and the satisfaction rate of medical technology,service attitude,treatment process and doctor-patient communication were all above 90%.2.Medical technology,service attitude,treatment cost,treatment process and doctor-patient communication are all related to overall satisfaction,and the variable changes are in the same direction.3.There is a significant difference in patient satisfaction in terms of age,and there is a significant difference in the degree of satisfaction of patients discharged from different departments of the hospital.The satisfaction of patients hospitalized for the first time in our hospital is higher than that of patients hospitalized again,and the satisfaction of patients paying for medical insurance is higher than that of patients paying their own expenses.4.Intelligent voice outbound call system has high investigation efficiency and large data volume,but its content width is limited.Conclusion: 1.The degree of satisfaction of patients discharged from a third-grade a hospital in Shenyang was relatively high.2.Improving hospital medical technology and service attitude,reducing treatment cost,optimizing treatment process and enhancing doctor-patient communication can improve the overall satisfaction of hospital patients,among which reducing treatment cost is the most important.3.The patient's age,inpatient department,initial hospitalization and medical payment mode are the influencing factors of patient satisfaction.4.The intelligent voice telephone survey technology can effectively carry out the survey of patient satisfaction. |
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