Literature review of domestic and international research on patient satisfaction / 中国卫生政策研究

ABSTRACT

This paper elaborates on the connotation and development path of patient satisfaction theory, organi-zes and concisely reviews the status quo and progress of domestic and international research on patient satisfaction, and clarifies the three aspects of research on patient satisfaction:research into instruments of measurement, research into evaluation models, and research into analytical methodology. The problems and deficiency of existing research are also analyzed, specifically: first, the long-term reliance on the customer paradigm in the field of marketing re-search;and secondly, the lack of a unified, standardized patient satisfaction assessment system. Based on introspec-tion, some suggestions are put forward:first, the next step should be to focus on the innovation of patient satisfaction analysis theories and methods using comprehensive multidisciplinary perspectives;and secondly, methods for researc-hing how patient satisfaction data acquisition channels affect the results should be actively explored and an optimal method should be sought.