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| Satisfaction survey and analysis of inpatients in internal medicine of a tertiary hospital |
| Zhu Guiming, Liu Haixia, Hu Naibao, Wang Jiu, Sun Hongwei. |
| Public Health and Management College, Binzhou Medical University, Yantai 264003, China |
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Abstract Objective To understand the feelings of patients when they sought medical treatment in the internal medicine department, to analyze the factors affecting patients′ satisfaction for the hospital,and to provide scientific decision-making gist and suggestions for improving the service quality and the competitiveness of the hospital, through the investigation on the inpatients′ degree of satisfaction in a tertiary hospital in Yantai city. Methods Satisfaction scores of patients were collected by satisfaction questionnaire, which was based on the Likert scale. And the weight of each indicator was determined by an order relation method. Mann-Whitney U test, Kruskal-Wallis H test and logistic regression were performed on SPSS 25.0 to analyze satisfaction scores. Results The average of overall patients′ satisfaction score was 3.994. Weight index showed that medical technology and medical efficiency were the main concerns of internal medicine patients. From high to low, the satisfaction scores of each index were therapeutic environment, medical technology, service attitude, therapeutic efficiency and medical costs respectively. The patients′ addresses and genders also affected satisfaction. Conclusion According to the evaluation of patients′ satisfaction, it is considered that this department needs to control medical expenses,improve medical efficiency and the order of visiting the doctors,continue to put medical technology at the core of the department′s management, and to strengthen communication with low-satisfaction patients.
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Received: 13 November 2019
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