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Medical service quality management and patient satisfaction

Author: ShaoWeiJun
Tutor: GongYiMing
School: Fudan University
Course: Project Management
Keywords: Medical services Quality of service The quality of medical services Patient satisfaction Questionnaire
CLC: R197.3
Type: Master's thesis
Year: 2008
Downloads: 702
Quote: 2
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Abstract


Faced with the advance of the accession to the WTO and China's health system reform, improve the quality of medical services is our medical services agencies constantly enhance patient satisfaction, an effective way to improve competitiveness. The quality of medical services is the foundation and core of the management of medical services agencies, and patient satisfaction surveys and the assessment of the quality of medical services has become a modern hospital to improve and enhance the quality of medical services and must do an important job. Assessment of the quality of medical services system and patient satisfaction, the quality of medical services to effectively manage the proposed policy recommendations is the purpose of this study. This study adopts the theoretical analysis and empirical analysis, qualitative analysis of the quantitative analysis method of combining launched a systematic study of the medical service quality management evaluation system and patient satisfaction indicators. Study instance for Shanghai Renji Hospital, an empirical study of a random sample of 272 outpatients and 166 inpatients. Build a medical service quality evaluation elements composed of seven factors environmental facilities, service attitude, the treatment process, management efficiency, medical expenses, medical ethics and service results and questionnaire survey of patient satisfaction on seven projects with emphasis on degrees. The statistical methods used in this study: descriptive statistics, frequency analysis, reliability analysis, correlation analysis and single-factor analysis of variance. The survey results showed that the patients maintained at the medium level of overall satisfaction for the Yan Chai Hospital; patient's age, education level, place of residence, the characteristics of the evaluation of the quality of medical services will have an impact; outpatient lower than the hospitalized patient satisfaction; medical costs are the lowest patient satisfaction; outpatients in environmental facilities, medical procedures, medical ethics, medical expenses, with emphasis on the degree of positive correlation between the the inpatient service attitude and management efficiency is positively correlated with the degree of emphasis. The root dig conclusions on future research and hospital management to put forward constructive suggestions: emphasis on the evaluation of patient satisfaction surveys to improve the patient's expectations and perceived value to improve patient satisfaction; patient communication system to establish a complete and specialized medical complaints mechanism; optimize service processes, improve the transparency of health care costs; establish a system of medical training refresher system, medical personnel and staff to continuously improve their expertise and accomplishment; supervision of the medical procedure, truly reflect the \centric \

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CLC: > Medicine, health > Preventive Medicine,Health > Health care organizations and career ( Health Management ) > Health care systems and institutions > Hospitals, general hospitals
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