Improving the satisfaction of hospital staff: an attempt at Enterprise WeChat / 中华医院管理杂志

ABSTRACT

Objective To explore the application and effect of enterprise WeChat in improving hospital staff satisfaction. Methods Medical staff from Beijing Tongren Hospital were randomly recruited, and divided into an observation group and a control group according to whether they keep track of WeChat enterprise account prior to the first survey. In December 2016, a satisfaction survey was conducted, followed by the increased frequency and content of WeChat service, as well as 7 newly introduced service applications. The second survey was made in December 2017. Propensity score matching was applied to the respondents of the two questionnaires, to eliminate such differences as gender, age, and education between the two surveys. Chi-square test was used to analyze the difference of satisfaction between the observation group and the control group before and after improving the WeChat service. Results Compared with the control group, the observation group has made significant improvement in 8 items, including "efforts made by the hospital to improve the practice environment of medical staff","current work intensity and pressure","complaint handling", "performance bonus distribution", "administrative and logistical staff's clinical front-line service", " continue to work in our hospital", " consciously safeguard the reputation of the hospital","overall satisfaction with the hospital". There was no significant difference between the 11 items, and none of them decrease (P<0. 05). Conclusions Enterprise WeChat can improve staff satisfaction in 6 dimensionsworking environment, workload, welfare and pay, service guarantee, identification and honor, and overall evaluation.