Study On Inpatient Satisfaction Index Model In Public Hospitals

The harmonious doctor-patient relationship is not only crucial to the heath of patients,but also one of the major livelihood issues.As the main force of China’s medical and health services,public hospitals bear responsibilities of both satisfying patients and reassuring the government.With the advancement of new medical reform in China,patient satisfaction has been included as an important index of hospital performance appraisal since 2019.In this context,it is particularly important for public hospitals to establish a patient satisfaction evaluation model that matches their scale and level.This thesis proposes to establish a simple but proper inpatient satisfaction index model ─ GHISI.The model takes the customer satisfaction index model for reference,and establishes a connection with the evaluation on public service satisfaction by adding a connecting-variate.In the study,the evaluation index system of the model is established by adopting Delphi method of expert scoring and principal component analysis.In this thesis,taking a tertiary public hospital in Tianjin as the subject,a fitting experiment is carried out on the inpatient satisfaction model.In the study,the regression equation of exponential model is obtained by the method of VPCR(A Variation on Principle Component Regression).Combined with the method of TOPSIS(Technique for Order Preference by Similarity to Ideal Solution),this thesis evaluates the ranking of core business satisfaction of hospital departments.According to verification,the two factors,hospital "core business quality" and "patient confidence" have the greatest impact on patient satisfaction,which is in line with the model setting.Therefore,two progressive paths are proposed: "adhering to public welfare-patient confidence-inpatient satisfaction" and "department connotation construction-core business quality-inpatient satisfaction".Through the constructing and study of inpatient satisfaction index model,this thesis connects the hospital management with the government administration,and put forward some suggestions,which have great value in both practical and academic application.