A review of the research on hospital patient satisfaction at home and abroad / 中华医院管理杂志

ABSTRACT

Patient satisfaction is an important indicator of hospital management and the main basis for measuring the quality of medical services. This paper rounded up relevant literature of patient satisfaction in recent years from three dimensions of the theoretical models, index system construction and evaluation methods by searching EI, Elsevier SD, CNKI and other databases. It found that the current patient satisfaction is mainly evaluated by questionnaire scoring, the evaluation methods are relatively single and mostly involve qualitative indicators. On this basis, this paper proposes that qualitative and quantitative indicators should be associated, the multiple evaluation methods should be combined, the third-party evaluation agencies and intelligent means should be synchronized in the process of patient satisfaction, which aims to provide a reference for improving hospital management level and medical service quality.