Investigation On Satisfaction Degree Of Patients In Department Of Endocrinology And Promotion Strategy

With the development of economy and the deepening of the national health system reform,the satisfaction degree of patients has been paid much more attention.Though,multi-level and multi-aspect demands of patient has been in contradiction with the current single medical service.With the development of information and technology,new changes have taken place in the medical market,such as the homogenization of medical technology,the vigorous development of private hospitals and foreign hospitals,the promotion of multi-point practice.The state-run hospitals have been faced an unprecedented challenge.Therefore,the state-run hospital should attach importance to improve management and service competitiveness,establish a stable and harmonious doctor-patient relationship.However,the domestic academic circles have not paid enough attention to this field for a long time,relevant cases and empirical studies are relatively few.Based on the analysis of the current situation of customer relationship management for W hospital,the survey chose patients of Endocrinology department as the research object,designed questionnaire from 7 dimensions and 15 items,covering the doctor-patient communication,medical treatment level,attitude and privacy protection,medical environment,medical treatment process,waiting time,auxiliary fees and general hospital and other related content.Data were collected and analyzed statistically by issuing questionnaires to diabetic patients.Then,the paper used SWOT analysis to find out the key points to improve patient satisfaction from the perspective of patient satisfaction management.Subsequently,this paper makes a SWOT analysis of the W hospital Endocrinology Department from the perspective of improving the patient’s satisfaction,and put forward several accessory projects.This paper argues that the W hospital Endocrinology Department has outstanding advantages in technology,brand,and medical.But the department has a weakness in the field of non-technical medical service,like doctor-patient communication and patient’s waiting time.Faced with the rapid development of the medical service market and the strong rise of the private hospital,the department needs to improve its patient satisfaction,and strengthen the doctor-patient relationship management immediately.Finally,the SO strategy,WO strategy,ST strategy and WT strategy are put forward according to the SWOT analysis of the Endocrinology Department,to enhance the hospital’s technical and non-technical medical service,build a harmonious doctor-patient relationship,and promote sustainable development of state-run hospital.