Investigation and Analysis of Patient Satisfaction in a Second Class General Hospital and Improvement Measures
Objective To explore the patient satisfaction and improvement measures in Dongguan Nancheng Hospital.Methods A total of 3 290 satisfaction questionnaires received by Dongguan Nancheng Hospital from January to September 2023 were selected to count patient satisfaction,and by comparing the third-party satisfaction survey results conducted by Dongguan Health Bureau in the hospital in 2022,and then the corresponding improvement strategies were proposed.Results From January to September 2023,a total of 3 290 satisfaction questionnaires were received,and the overall satisfaction of patients was 89.91％(2 958/3 290),which was 13.22％higher than the third-party satisfaction survey conducted by Dongguan Health Bureau on Dongguan Nancheng Hospital in 2022,79.69％(2 622/3 290).In contrast,patient satisfaction in Dongguan Nancheng Hospital in 2023 has improved,but there is still room for improvement.A total of 307 open opinions were received from January to September 2023.Service attitude,condition notification and answer,treatment process(long queuing time,chaotic queuing order,etc.),medical effect,medical environment,etc.,were the reasons affecting service satisfaction.Conclusion Patient satisfaction in Dongguan Nancheng Hospital has improved but needs further improvement,from staff service attitude and communication skills,diagnosis and treatment process,medical technology,hospital facilities,construction,complaint handling mechanism,health education to improve service quality,at the same time,also need to pay attention to the medical staff work pressure and mental health,improve the happiness of medical staff and job satisfaction,only comprehensively improve the quality of medical service,to better meet the needs of patients and expectations,improve patient satisfaction and trust.
hospital patient satisfactioninvestigation and analysisimproving countermeasureshealth educationhealth promotioncomplaint handling
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