Analysis of Patient Satisfaction in Public Hospitals Under the Background of High-Quality Development and Research on Improvement Strategies
Objective To explore the satisfaction of inpatients in Taizhou Second People's Hospital,investigate and analyze the attributes of inpatient service demand items,and define the improvement strategies of service items.Methods The PPS sampling survey was used to investigate the satisfaction of 700 inpatients in Taizhou Second People's Hospital from June to December 2022.SPSS 22.0 statistical software and KANO model were used to analyze the results.Results The average score was(4.18±1.12)points in the satisfaction survey of 25 inpatient service items.The average score of each dimension from high to low were as follows:the auxiliary inspection service(4.29±1.01)points;Nursing service and technology(4.21±1.09)points;Logistics support service(4.18±1.41)points;Doctor service and technology(4.17±1.24)points;Trade style and fee based services(4.14±1.89)points.The results showed that there were significant differences in the scores of hospitalization satisfaction among different sociological demographic characteristics,such as gender,age,education level,payment method of medical expenses,marital status and hospitalization departments(P<0.05).The service demand of inpatients includes 9 essential quality items,13 expected quality items and 3 attractive quality items.Conclusion The satisfaction of inpatients needs to be further improved,and personalized services should be provided according to different social demography characteristics.The application of KANO model can effectively identify the various needs and attributes of patients,clarify weak projects and improvement priorities,continuously optimize the expected quality and attractive quality service content on the basis of ensuring essential services,continuously improve the patient's medical experience,and further enhance patient satisfaction.
public hospitalshigh qualityKANO modelinpatientssatisfactionimprove
万方数据
维普
