Study On Customer Satisfaction Of Class 3A Hospital In Changsha

Objective: According to the characteristics of health services industries, to explore a Customers satisfaction Measurement Model suit for health services industries that can operate in the practical work, and to explore the influence of personal property effect on customer satisfaction of hospital. which for medical institutions to carry out its own investigation ,and made the results as a basis for improving work methods and service quality.Method: Making use of self-made questionnaires,to survey the opinons of the customers of hospital on health service and to analyze their satisfaction extent to the health service. The database was established by the Epidata 3.0 and analyzed by the SPSS software package(version 13.0).Results: There are 511 surveyed outpatients whose score of general satisfaction is 3.50 and overall satisfaction rate is 90.0%, score of enviroment, waitting time, process of health services, human services, cost of health services , therapeutic result is 3.72 , 3.04, 3.63, 3.53, 3.15, 3.49; 523 surveyed inpatients whose score of general satisfaction is 4.01 and overall satisfaction rate is 94.8%,score of enviroment and facility, doctors' services, care, medical auxiliary services, supply of meals, cost of health services, therapeutic result is 3.94, 4.27, 4.30, 4.20, 3.46, 3.28, 4.14; 423 surveyed hospital staff whose score of general satisfaction is 3.47 and overall satisfaction rate is 94.7%, score of working enviroment, organization of hospital, interpersonal relationship, performance evaluation, leaders' management, personal devopment is 2.97, 3.73, 3.95, 3.12, 3.71, 3.11; mutiple linear step regression analysis showed that whether or not first diagnose and cultural degree are the major influential factors of the satisfaction of outpatients (P<0.05) , whether or not have medical insurance,whether or not first diagnose and cultural degree are the major influential factors of the satisfiction of inpatients (P<0.05) , professional title and sex are the major influential factors of the satisfaction of staff of hospital (P<0.05) .Conclusion: 1. Three different types of hospital customer satisfaction were more than medium, satisfaction rates were above 90.0%; 2. Outpatients setting for the most satisfied with the enviroment of the hospital ,for the most dissatisfied with the waiting time; 3.inpatients setting for the most satisfied with nursing care, for the most dissatisfied with medical cost; 4.hospital staff setting for the most satisfied with interpersonal relationship, for the most dissatisfied with Work enviroment .5. whether or not first diagnose and cultural degree are the major influential factors of the satisfaction of outpatients ,whether or not have medical insurance, whether or not first diagnose and cultural degree are the major influential factors of the satisfiction of inpatients, professional title and sex are the major influential factors of the satisfaction of staff of hospital.