Investigation To Evaluate The Service Quality Of Daqing Oilfield General Hospital By Customer Satisfaction Degree

Satisfaction Degree of a patient is a kind of expectation to medical treatment service because of demands of people health, disease, life quality and it is a subjective evaluation to medical treatment service underwent based on the expectation. At present evaluation criterion to medical health is decided by satisfaction degree of patients at home.Patient satisfaction degree which is a feedback investigation guide line to medical treatment service attitude, service quality, service effect and manage level is a guide line that evaluates medical treatment effect and service quality of medical institution and medical staff. It can expressly scale hospital service quality, know patient recept, find disadvantages and find out treatment solutions. At the same time it can analyse and maintain the substantial factors of higher patient satisfaction degree level and provide scientific proofs for improving medical treatment service quality and doctor-patient relation.Medical treatment quality is a core and key of hospital operating management. Quality is not only determined by a quantitative or qualitative guide line, but also can use durative patient satisfaction degree as an evaluation criterion. Patient satisfaction degree is not only an important factor of hospital service quality evaluation, but also important evaluation content in a hospital management. By investigating patient satisfaction degree to medical treatment service provided by a hospital, a hospital total service quality can be clearly scaled.Objection: The research is to investigate and evaluate medical service quality of the Daqing Oilfield General Hospital by client satisfaction (CS) and discuss how to effectively utilize client satisfaction effect to promote service quality, and find out deep causes and influencing factors , solve and improve ideas and advices provided by patients in time, consummate weak links in medical treatment service, control service limitation and promote quality improvement and elevation continuously.Material and method: The research uses the Daqing Oilfield General Hospital as an object investigated, adopts three measure tools designed by ourselves, that is "Out-patient clinic patient satisfaction degree questionnaire investigation sheet", "In-patient satisfaction degree questionnaire investigation sheet" and "the hospital staff satisfaction degree questionnaire investigation sheet", by the locale investigation, active interview and acceptive complaint three research methods, investigates 6568 In-patients,2606 leave-hospital patients, 1083 out-patient clinic patients, 588 staffs of the hospital and 259 acceptive service complaints during January 2006 to September 2007 and treats statistically and analyzes them by statistics software SPSS 12.0.Results: Total medical service satisfaction degree to the hospital provided by patients and satisfaction degree of our hospital staffs are all higher and medical treatment complaints are lower. It shows that general service level of the Daqing Oilfield General Hospital is higher. The fore fourth composed client satisfaction degree positive factors are total medical treatment technical level, service appearance, staff service attitude and diagnosis and treat result are main factor that affects patients to select a hospital and maintain higher satisfaction degree, at the same time should pay attention to strengthen seven quality manage, that is diagnosis time, service efficiency, hospitalization order, medical treatment environment, catering service, hot water supply, sickroom sanitation, and farther optimize service flow, raise service efficiency, enhance service guarantee. It shows: (1) CS measurement is an important mean evaluating medical service quality and inherent impetus that a clinic staff becomes active service from passive service. A hospital investigation result CS research is a kind of embodiment to advance patient supervision ability and set service logos "based on persons and circled with patients"; (2) Adopting measurement result CS as a criterion evaluating medical treatment service quality is useful for digging hospital manage potentiality and utilizing investigation CS to provide improving schemes and can promote the corporate improvement of CS and service quality; (3) Adopting investigation CS as a mean and tool advancing medical treatment service quality is useful for promoting medical treatment service quality improvement continuously; (4) Adopting CS as a method supervising a medical service quality is useful for maintaining substantiality factor of CS and promoting the synchronous development of hospital logistics service level and total hospital service level.Conclusion: General service level of the Daqing Oilfield General Hospital is higher and the Service Satisfaction Degree Investigation that the hospital brings standardization and institutionalization into effect is an effective method improving service quality continuously, but research still should be father done deeply and provides for more scientific and credible references for the actual work of a hospital.