Survey on the current situation of patient satisfaction management in public hospitals_West China Medical Journal

Authors：

LI Meiying ¹ ,  XIA Ping ^2,3 ,  ZHAI Lixiang ³ , HUANG Jianhua ⁴ , ZHENG Gang ⁵ , YANG Weiqi ⁶ , YUAN Xiuqin ⁷ , GUO Xi ⁷

1. School of Public Health and Management, Guangzhou University of Chinese Medicine, Guangzhou, Guangdong 510026, P. R. China;
2. School of Public Health, Guangdong Pharmaceutical University, Guangzhou, Guangdong 510006, P. R. China;
3. Centre for Research on Health Economics and Health Promotion, Guangdong Pharmaceutical University, Guangzhou, Guangdong 510006, P. R. China;
4. Nanhai District Hospital Management Center, Foshan City, Foshan, Guangdong 528200, P. R. China;
5. Training Management Office of the Ministry of Education and Teaching, the First Affiliated Hospital of Guangzhou University of Chinese Medicine, Guangzhou, Guangdong 510405, P. R. China;
6. Party Committee Office, Dongguan Humen Hospital, Dongguan, Guangdong 523000, P. R. China;
7. Patient Service Center, Guangdong Provincial Hospital of Traditional Chinese Medicine (Second Affiliated Hospital of Guangzhou University of Chinese Medicine), Guangzhou, Guangdong 510120, P. R. China;

Corresponding?author：

XIA Ping, Email: xiaping1976@163.com; ZHAI Lixiang, Email: zhai3071@qq.com

Keywords：

Patient satisfaction; satisfaction management; satisfaction evaluation; public hospital

DOI：

10.7507/1002-0179.202411128

Video：

Export PDF Favorites Scan Get Citation

Abstract Full text Figures/Tables Video References Cited by

Objective To understand the current situation of patient satisfaction management in public hospitals, and provide reference for improving the level of hospital satisfaction management and enhancing patients’ medical experience. Methods A questionnaire survey was conducted on public hospitals using a combination of purposive sampling and convenience sampling between May 2021 and March 2023. The survey covered the current situation of organizational support, institutional construction, human resource allocation, evaluation technology, evaluation process, work mode, assessment incentives, and effectiveness tracking in satisfaction management of public hospitals. Results A total of 101 hospitals were surveyed. Among them, 85 hospitals (84.2%) had formulated and issued satisfaction management measures, 37 hospitals (36.6%) had not set up independent satisfaction management departments, and only 27 hospitals (26.7%) had set up a dedicated budget for satisfaction management. 37 hospitals (36.6%) did not use online survey methods for satisfaction evaluation, and 14.9%, 21.8%, and 37.6% of hospitals did not include demographic information such as age, gender, and education level in the questionnaire design, respectively. 66 hospitals (65.3%) were used satisfaction evaluation results as the basic basis for evaluating department and employee performance, while only 25 hospitals (24.8%) had set up a satisfaction award for year-end evaluations. There were differences in the specialized budget for satisfaction management and the design of satisfaction survey questionnaires among hospitals of different levels (P<0.05). There were differences in whether different types of hospitals had dedicated personnel responsible for daily management work such as satisfaction evaluation, opinion collection, and assessment (P<0.05). Conclusions There are still shortcomings in the institutional construction, institutional setting, and resource investment of satisfaction management in public hospitals, which restrict its standardized and long-term development. The informationization and professionalism of satisfaction evaluation in public hospitals need to be improved, and construction needs to be strengthened to enhance data quality. The utilization and incentive mechanism of satisfaction evaluation results in public hospitals are insufficient, limiting their potential in improving service quality and employee motivation.

Citation： LI Meiying, XIA Ping, ZHAI Lixiang, HUANG Jianhua, ZHENG Gang, YANG Weiqi, YUAN Xiuqin, GUO Xi. Survey on the current situation of patient satisfaction management in public hospitals. West China Medical Journal, 2025, 40(4): 583-587. doi: 10.7507/1002-0179.202411128 Copy

1.	王人顥, 韓林, 陳雪, 等. 大型公立醫院高質量發展的理論體系與實踐路徑探討. 中國醫院管理, 2020, 40(8): 80-82, 85.
2.	鄧清文, 魏艷, 陳英耀. 公立醫院高質量發展的探索實踐及實現路徑. 中國醫院管理, 2022, 42(1): 1-4,7.
3.	柴雙. 《進一步改善醫療服務行動計劃(2018-2020 年)》解析. 中國社會工作, 2018(18): 4-6.
4.	高華斌, 田潤, 任明丹, 等. 云南省三級公立醫院績效考核助推公立醫院高質量發展的探索. 云南醫藥, 2025, 46(1): 43-46.
5.	黃素云, 紀小燕, 楊巧云. 公立醫院高質量發展背景下患者滿意度分析及提升策略研究. 中國衛生標準管理, 2024, 15(10): 33-36.
6.	顏芮, 韓芳, 申慧杰, 等. “互聯網+醫療健康”背景下云縣高血壓患者健康管理服務政策知曉情況及滿意度分析. 中國初級衛生保健, 2022, 36(3): 46-50.
7.	夏萍, 劉朝杰. 關于患者滿意度測評理論與管理實踐的思考. 華西醫學, 2019, 34(12): 1431-1435.
8.	夏萍, 黃慧玲, 呂玉波, 等. 廣東省中醫院顧客滿意度測評管理體系的建立和完善. 中國醫院, 2010, 14(10): 43-47.
9.	丁鳳姝, 張仲, 樊立華, 等. 患者滿意度分析與醫院管理對策研究. 中國醫院管理, 2008(5): 26-28.
10.	侯勝田, 張永康. 患者滿意度測評在中國醫院管理中的應用與問題. 中國醫院管理, 2012, 32(5): 35-36.
11.	張琛, 陳蓓, 呂婧, 等. 上海市公立三甲醫院患者滿意度測評現狀研究. 中國醫院, 2017, 21(9): 33-35.
12.	陳建, 閆鵬飛, 朱修明, 等. “互聯網+”背景下公立醫院滿意度信息化建設. 現代醫院管理, 2023, 21(5): 91-94.
13.	Semyonov-Tal K, Lewin-Epstein N. The importance of combining open-ended and closed-ended questions when conducting patient satisfaction surveys in hospitals. Health Policy Open, 2021, 2: 100033.
14.	Coleman C, Salcido-Torres F, Cantone RE. “What questions do you have?”: teaching medical students to use an open-ended phrase for eliciting patients’ questions. Health Lit Res Pract, 2022, 6(1): e12-e16.
15.	吳謙, 周亞娜, 邱映貴. 國內外醫院患者滿意度研究綜述. 中華醫院管理雜志, 2020, 36(3): 256-260.

1. 王人顥, 韓林, 陳雪, 等. 大型公立醫院高質量發展的理論體系與實踐路徑探討. 中國醫院管理, 2020, 40(8): 80-82, 85.
2. 鄧清文, 魏艷, 陳英耀. 公立醫院高質量發展的探索實踐及實現路徑. 中國醫院管理, 2022, 42(1): 1-4,7.
3. 柴雙. 《進一步改善醫療服務行動計劃(2018-2020 年)》解析. 中國社會工作, 2018(18): 4-6.
4. 高華斌, 田潤, 任明丹, 等. 云南省三級公立醫院績效考核助推公立醫院高質量發展的探索. 云南醫藥, 2025, 46(1): 43-46.
5. 黃素云, 紀小燕, 楊巧云. 公立醫院高質量發展背景下患者滿意度分析及提升策略研究. 中國衛生標準管理, 2024, 15(10): 33-36.
6. 顏芮, 韓芳, 申慧杰, 等. “互聯網+醫療健康”背景下云縣高血壓患者健康管理服務政策知曉情況及滿意度分析. 中國初級衛生保健, 2022, 36(3): 46-50.
7. 夏萍, 劉朝杰. 關于患者滿意度測評理論與管理實踐的思考. 華西醫學, 2019, 34(12): 1431-1435.
8. 夏萍, 黃慧玲, 呂玉波, 等. 廣東省中醫院顧客滿意度測評管理體系的建立和完善. 中國醫院, 2010, 14(10): 43-47.
9. 丁鳳姝, 張仲, 樊立華, 等. 患者滿意度分析與醫院管理對策研究. 中國醫院管理, 2008(5): 26-28.
10. 侯勝田, 張永康. 患者滿意度測評在中國醫院管理中的應用與問題. 中國醫院管理, 2012, 32(5): 35-36.
11. 張琛, 陳蓓, 呂婧, 等. 上海市公立三甲醫院患者滿意度測評現狀研究. 中國醫院, 2017, 21(9): 33-35.
12. 陳建, 閆鵬飛, 朱修明, 等. “互聯網+”背景下公立醫院滿意度信息化建設. 現代醫院管理, 2023, 21(5): 91-94.
13. Semyonov-Tal K, Lewin-Epstein N. The importance of combining open-ended and closed-ended questions when conducting patient satisfaction surveys in hospitals. Health Policy Open, 2021, 2: 100033.
14. Coleman C, Salcido-Torres F, Cantone RE. “What questions do you have?”: teaching medical students to use an open-ended phrase for eliciting patients’ questions. Health Lit Res Pract, 2022, 6(1): e12-e16.
15. 吳謙, 周亞娜, 邱映貴. 國內外醫院患者滿意度研究綜述. 中華醫院管理雜志, 2020, 36(3): 256-260.

West China Medical Journal

Survey on the current situation of patient satisfaction management in public hospitals

Abstract Full text Figures/Tables Video References Cited by

Previous Article

Next Article

Format

Content