Research On Satisfaction Evaluation And Promotion Strategy Of Outpatients In Public Hospitals

Due to the all-round and rapid development of China’s social economy,people’s material living conditions have been improved.The orderly advancement of public hospital system reform has made great progress,the public’s concern and requirements for the quality of medical services are also raised simultaneously.Improving patient satisfaction continuously has become the core competitiveness of medical institutions to gain patient confidence.Wuhan A Hospital,as a comprehensive large-scale public hospital,is facing unprecedented market opportunities and severe challenges under the new development trend.How to improve the service level quickly and efficiently,enhance patients’ confidence in the quality of diagnosis and treatment,and improve satisfaction will become the main topic of a hospital in the future.Guided by the theory of customer satisfaction and the theory of service quality evaluation,this study selected five service quality factors such as environmental facilities,medical technology level,service efficiency,service attitude,service cost and overall satisfaction as evaluation indicators by consulting literature,designing and participating in questionnaire collection,data quantitative analysis and other research methods,and analyzed the basic situation of outpatients’ satisfaction of a hospital by using SPSS software.The investigation shows that the variable dimensions of medical service quality and patient satisfaction are changing in the same direction.The higher the service quality,the higher the satisfaction of patients.From the average value of satisfaction evaluation,from high to low,the overall satisfaction degree of a hospital in service attitude,service technology,environmental facilities,service cost and service efficiency is 3.82 points,which is still at a satisfactory level.There are still many weak links in medical examination expense satisfaction,examination and waiting time satisfaction,hospital space layout,the service attitude of window toll collectors and hospital treatment level,etc.From the analysis of variance,it can be seen that the satisfaction of elderly patients is lower than that of patients of other ages,and there are also statistical differences in the five dimensions of medical service quality and overall satisfaction of different payment methods for medical treatment.According to the results of questionnaire survey and analysis,combined with the actual operation of the hospital,this paper analyzes the factors affecting the satisfaction of outpatients,and strives to make theory serve practice,it was proposed to optimize the medical environment,improve the level of medical technology,improve service efficiency,improve service attitude,and optimize medical expenses.And pay attention to the medical needs of the elderly group and so on,so as to improve the outpatient experience of A Hospital and establish a long-term development mechanism to continuously improve service quality to promote the growth of satisfaction.