Study On Service Satisfaction Of HG Hospital In Henan Province Based On IPA Analysis

In the field of medical and health care,the state has explicitly proposed to enhance the service capacity of city-and county-level hospitals and improve the level of community-level medical and health services.The country has taken hospital service satisfaction as an important index of hospital service performance assessment.How to improve the satisfaction of hospital service,meet the growing multi-level medical needs of the people,and provide more quality medical services for the people has become the urgent task of hospital development.Founded in 1950,Henan HG Hospital is a second-level general hospital integrating medical treatment,teaching,prevention,health care,rehabilitation and first aid.Henan HG Hospital was founded earlier and located in the center of the old city,so the medical service environment needs to be upgraded.At present,Henan HG Hospital is facing the competitive pressure from both third-class first-class hospitals and private hospitals.Under the premise of limited medical space,improving patient service satisfaction is an important service management problem faced by Henan HG Hospital.This paper takes Henan HG Hospital as the research object,and on the basis of introducing the theories of service quality and service satisfaction,applies IPA analysis method to investigate the current situation of service satisfaction of Henan HG Hospital,and studies the improvement of service satisfaction of Henan HG Hospital.This paper mainly carries out research from five aspects: first,it introduces relevant theories of service quality,medical service satisfaction and IPA analysis method,which provides theoretical basis and analysis methods for the follow-up research;Second,construct the evaluation system of service satisfaction in Henan HG Hospital to carry out research;Third,the service satisfaction of Henan HG Hospital was investigated by IPA analysis method.Fourth,explore the service satisfaction improvement strategy of Henan HG Hospital based on IPA analysis;Fifth,put forward the guarantee measures to improve the service satisfaction of Henan HG Hospital.Based on the SERVQUAL model of service quality,combined with the actual situation of Henan HG Hospital,this paper constructed the service satisfaction evaluation index system of the hospital from the perspectives of service tangibility,reliability,assurance,responsiveness,empathy and other dimensions for investigation and research.In addition,IPA analysis method was introduced to conduct in-depth research on the advantage area,maintenance area,improvement area and opportunity area of the hospital’s service performance.In view of the problems existing in the service quality management of Henan HG Hospital,specific suggestions to improve service satisfaction were put forward from the aspects of service tangibility,reliability,assurance,responsiveness,empathy,etc.The research conclusions have important practical significance for improving service satisfaction of Henan HG Hospital,and provide a reference for other hospitals to optimize service quality.