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 satisfactionresearch 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 forwardfirst, 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.