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《Modern Hospital Management》 2019-03
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The Value of Patient Satisfaction Management in Improving Medical Service Quality

CHEN Xi;LIU Hui;Women and Child Health Care Hospital Affiliated to Anhui Medical University/Anhui Women and Child Health Care Hospital;  
Objective:To explore the application value of management based on patient satisfaction in improving medical service quality and hospital management.Method:A total of 2,057 inpatients who received the satisfaction survey from May,2016 to May,2017 in a hospital were taken as the routine group,and their satisfaction questionnaire was retrospectively analyzed.According to the analysis results,management based on patient satisfaction was given on the basis of routine management.A total of 2,342 inpatients who received the satisfaction survey from June,2017 to June,2018 were selected as the management group to compare the satisfaction,medical complaints and disputes between the two groups.Result:The satisfaction of the management group on medical effect,service attitude,technical level,environmental health and humanistic care was higher than that of the conventional group.The satisfaction rate(94.36%) of patients in the management group was higher than that in the conventional group(91.10%),and the rate of medical complaints(1.50%) and the incidence of disputes(0.21%) were lower than that in the conventional group(2.04% and 0.73%).Conclusion:Management based on patient satisfaction can effectively improve the quality of medical service and patient satisfaction,help reduce the occurrence of medical complaints and disputes,and improve hospital management.
【CateGory Index】: R197.32
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