Research on medical service satisfaction evaluation based on ECSI model——taking the S city public hospital as an example
10.3969/j.issn.1671-332X.2024.06.004
- VernacularTitle:基于ECSI模型的医疗服务满意度评价研究
- Author:
Limin CHEN
1
;
Chunling LIU
;
Xintong XIE
;
Lizhu ZENG
;
Jieyi HAN
;
Chengxiao ZHU
;
Zhaoyi XIE
;
Weizhen WU
Author Information
1. 广州医科大学附属第三医院 广东广州 510150
- Keywords:
ECSI model;
Medical services;
Satisfaction ratings;
Patient expectation;
Public hospitals
- From:
Modern Hospital
2024;24(6):831-835,839
- CountryChina
- Language:Chinese
-
Abstract:
Objective To deeply analyze the problems of public hospitals in medical service satisfaction,construct a more applicable and explanatory service satisfaction evaluation model,and provide reference for the improvement path of patients'medical service satisfaction.Methods Based on the ESCI model,this paper puts forward a research hypothesis,compiles the"Medical Service Satisfaction Evaluation Scale of Public Hospitals in S City",selects S public hospitals as the research object,and evaluates medical service satisfaction from the perspective of patients.Results At present,the main problems affecting the improvement of patients'satisfaction with medical service management in public hospitals in S city are as follows:it is urgent to improve the diagnosis and treatment technology in terms of hardware quality and optimize the environmental hygiene of public hos-pitals,and it is an urgent task to shorten the waiting time for medical treatment in software quality.The score of medical service satisfaction evaluation of S public hospitals was 3.76,and the satisfaction of patients in S public hospitals with their medical serv-ices was at a moderately low level.Conclusion In view of the above problems,it is recommended to strengthen the construction of key specialties,strengthen the construction of talent team,optimize the medical process,open digital linkage services,and strengthen service management,so as to promote the improvement of patients'satisfaction with medical services.
