A Study On The Medical Service Quality Of A Public Hospital In Ningxia Based On Patient Satisfaction

The medical model has transformed from "disease-centered" to "patient-centered" with the continuous progress of China’s medical and health services and the deepening of medical reform.At the same time,the structure of the medical market has changed from sellers’ market to buyers’ market,which made the competition in medical market become more intense.In the future,medical service institutions must meet the needs of patients and improve patient satisfaction and loyalty in order to gain a foothold in the medical market.Therefore,patient satisfaction management,which was regarded as an important content and key link of modern hospital management,has risen to the level of strategic hospital management and has been attached more and more importance.This paper focused on the evaluation and improvement of medical service quality in A public hospital in Ningxia.Firstly,the author used the literature research to analyze the relevant theories of medical service quality and patient satisfaction.According to the research results and the reality of A hospital,the evaluation model and the questionnaire of patient satisfaction was constructed in terms of medical environment,medical process,medical technology,medical expenses,medical ethics,and doctor-patient communication.Then,the satisfaction of patients in hospital A was investigated through questionnaires and interviews.The author used statistical analysis method to analyze the survey results and pointed out that hospital A got a low patient satisfaction in terms of treatment environment,diagnosis and treatment process and medical expenses.Finally,according to the existing problems,the improvement suggestions were put forward to provide references for hospital A to improve the quality of medical service.