Study On The Strategy Of Improving Patients’ Satisfaction In Zhongshan Hospital Affiliated To Fudan University

On September 30,2017,the zero difference rate of drugs has been implemented in public hospitals at all levels,and the reform of medical service price has been started,aiming to make room for the adjustment of medical service price.That is to say,in the case of zero difference rate of drugs,the bed fee,examination fee,treatment fee,operation fee,nursing fee will be increased,examination fee and laboratory fee will be decreased,and the reduced income will be compensated by the new compensation mechanism.This reform makes the medical market more transparent and open,and the market competition more fierce.It requires public hospitals to improve the quality of medical services from the perspective of patients’ satisfaction.The research of related topics is of great theoretical and practical significance for the improvement of patients’ satisfaction in public hospitals.Based on the premise of improving patients’ satisfaction,this paper takes Zhongshan Hospital Affiliated to Fudan University as an example,analyzes the current situation of patients’ satisfaction and further analyzes the causes of low patients’ satisfaction,and then puts forward specific measures and implementation guarantee to improve patients’ satisfaction from the angle of hospital management.The results of questionnaire survey show that the difference between patients’ satisfaction perception value and expectation value of Zhongshan Hospital Affiliated to Fudan University is-0.37.According to the idea of patients’ satisfaction evaluation,the service quality of customer perception has not reached the expectation,indicating that the service level needs to be further improved.In addition,the difference between perceived value and expected value of the five dimensions is positive,and the other four dimensions are negative,indicating that the overall tangible dimension reaches the expected level;while the other four dimensions need to be improved.Through the analysis of the reasons for the low patient satisfaction of Zhongshan Hospital Affiliated to Fudan University,we can see that the main reasons are as follows: the high level of medical service charge after the zero difference rate of drugs,the level of medical technology to be further improved,the lack of standardization of medical service process,and the poor communication channels between doctors and patients.Therefore,the strategies to improve patient satisfaction of Zhongshan Hospital Affiliated to Fudan University should be: to strengthen the control of medical service price,to improve the level of medical technology,to further optimize the medical service process,and to strengthen the construction of medical service communication mechanism.This study is conducive to supplement the theoretical research results of the public hospital patients’ satisfaction promotion strategy from the theoretical level,and plays an important role in expanding the research ideas for the future research;it is also conducive to the Zhongshan Hospital Affiliated to Fudan University to comply with the reform of the medical service price system,learn from the experience of this paper,strengthen the self-management to continuously improve the patients’ satisfaction,so as to improve the overall service quality Further improve the comprehensive competitiveness.