The Research On The Difference Of Patient Satisfaction Of Hospitals From Different Levels

With the rapid development of economy, people asked more about medical carequality. Innovation of medical system has been made at present. Meanwhile,reformation of the Public hospital has been carried out recently. However, disharmonyof physician-patient relationship still exists,“white violence” still happen sometimes,poor access and high fee are still two major problems. These problems got muchattention in social circles, research on patient satisfaction has been done by scholars inearlier days. However, the study on patient satisfaction of hospital from different levelsis insufficient, especially on the difference of the patient satisfaction. Therefore,analyze and judge for different levels of hospital is of great significance, especially theevaluation of a third-party social investigation. The research on patient satisfaction isnot only a judgment which is fair, open and justice, but also the most direct reflection ofthe patients who had the most direct connection with the medical service system.By collecting materials of five first-class hospitals and second-class hospitals,investigating both outpatients and resident patients by questionnaire, interviewing thepatients discharged from the hospital by telephone, the author gathered many effectivequestionnaires and sort them out. The author adopts SPSS software to input and analyzethe materials. As to the satisfaction issues, the Likert-Scale five-point measure isadopted to assign the answers of the patients. During the research, the author comparedthe patient satisfaction level of first-class hospitals and second-class hospitals frommany aspects such as process, quality, service, hospital ethics, conditions, logisticssupport and medical costs, finding out the differences between these two kinds ofhospital. In addition, by comparing three important sessions such as clinic,hospitalization and discharging, differences of patient satisfaction level are also found.Furthermore, differences of patient satisfaction level between first-class hospitals andsecond-class hospitals in general will be compared as well.Through progressive evaluation and research, the general patient satisfaction levelof first-class hospitals is lower than that of second-class hospitals. Among threeimportant sessions such as clinic, hospitalization and discharging, the biggest difference appears in clinic. Besides, the patient satisfaction level of second-classhospitals in other aspects such as process, quality, service, hospital ethics, conditions,logistics support and medical costs is also higher than that of first-class hospitals.Aiming at the differences and problems and influential factors, considering from theview of the government, the hospital and the patients, this paper introduces somepertinent measures. This article is to offer scientific reference to the evaluation oftertiary hospital. Meanwhile, it can be beneficial in narrowing the gap among differentlevels of hospital, improving the patient satisfaction level and rebuilding theharmonious doctor-patient relationship.