A Empirical Study Upon The Quality Management Of Medical Treatment Service Based On Patients’ Satisfaction

This paper is designed to enhance the medical service quality, and establishes a new medical service quality improvement management pattern oriented by patient satisfaction.This research is based on the questionnaire survey of 500 outpatients and inpatients in Chengdu Xindu County Traditional Chinese Medicine Hospital, and applies the LIKERT scale method to design outpatients and inpatients satisfaction questionnaire, respectively. The questionnaires include closed questions and open questions by combining qualitative indexes and quantitative indexes.Based the survey data this paper carries out statistical analysis by using SPSS17.0 platform. This papr first analyes the influencing factors related to patients’ overall satisfaction, the different dimensions for overall satisfaction and their sorting. Furthermore, according to the results map quadrant this paper determines the priority improvement project and formulates the corresponding improvement measures. Finally, this research further investigates patients’ overall satisfaction after half a year, compares the both investigation results, and put forward corresponding improving measures and advice.This research reveals the influence factors for the overall satisfaction of inpatients and outpatients. The studies indicates that the patients overall satisfaction shows the downward trend after rising first with the income factor, negative correlation with the education, times of hospitalization. Moreover, the lowest overall satisfaction is with self-paid patients.In general, the medical service quality management pattern oriented by patients’ satisfaction will continuously improve the medical service quality level and play a positive role, and it is revolution and innovation for hospital operation and management.