Research On The Patient Satisfaction Evaluation Index System For The 252 Hospital Of The People’s Liberation Army

Research purposes:This study based on literature analysis at home and abroad, and built the evaluation index system framework of the inpatients satisfaction for the 252 hospital of the Chinese people’s liberation army, and selected expert the index system using consulting method, at the same time, Applied the Analytic Hierarchy Process to establish index weight, to make the patient satisfaction evaluation index system own practical significance.Research methods:This study applied literature analysis and panel discussion method to form the evaluation index system framework of the patient satisfaction. This study applied the method of expert consultation and panel discussion to select the index system, to establish the patient satisfaction evaluation index system. Applied the analytic hierarchy process to establish the weight of the index system.The results of the research:1. This research model based on system theory, customer satisfaction theory and the theory of hierarchy of needs, based on the principles of scientific, systemic and practical principles, the principle of comparability principle. On the basis of literature analysis, we built the evaluation index system framework of the inpatients satisfaction. The first-level indicators had 9 indicators, including medical environment, medical security, service efficiency, etc. The secondary level had 30 indexes, including hospital environment, hardware implementation, ward clean and neat, quiet and comfortable, treatment effect, waiting time, etc.2. This study conducted two rounds of expert consultation, the first round invited 33 experts, and we received 30 feedbacks of them, and the 30 of them participated in the second round of the expert consultation. The two rounds of experts consulting positive coefficient were 90.9% and 100% respectively. Experts degree of index in the two rounds were both above 0.7. The coordination coefficient in the second round was increased compared with the first round, and which were between 0.35 and 0.45.3. The index screening criteria of the two rounds of expert consulting: If the importance points and the operability points of indicators were less than 3, we deleted them directly. One of them less than 3 points, or both of them were greater or equal to three points and less than 3.5 points would be discussed to determine whether to remove the indicator. The importance points and the operability points were greater than or equal to 3.5 points directly into the index system.4. Establishment of the inpatients satisfaction evaluation index system of the firstlevel indicators has 7 indicators, including environmental facilities, service efficiency, service quality, respecting patients’ rights, etc. The secondary-level has 25 indicators, including the ward clean and neat, quiet and comfortable, daily living facilities, hospital food supply, waiting time, service process, the medical staff reaction time, etc.5. This study used the analytic hierarchy process to calculate the index weight of the index system, there were seven indicators in the first-level of this study, including environmental facilities, service efficiency, service quality, respecting patients’ rights, medical expenses, medical ethics, doctor-patient communication, and the results of the indicators’ weight were 0.095, 0.139, 0.197, 0.171, 0.146, 0.127 and 0.125.Research conclusions:1. The inpatients satisfaction index system is very important.2. The expert consultation method is an effective method to build the satisfaction evaluation index system.3. The scientific method is used to determine the index weight, and to keep the index system scientifically.