Abstract：Objective To analyze key drivers of patient′s satisfaction for providing scientific basis for the improvement of the patients′ medical experience. Methods A self-developed questionnaire was used and convenience sampling method was applied to conduct a satisfaction survey on 518 patients in a hospital in July 2018. The importance matrix analysis method was used to identify the key drivers of patient′s satisfaction. Results The hospital had advantages in terms of "nurse technical operation" and "nurse service attitude". The disadvantages were "the smooth of medical process", "the reasonableness of medical charges" "logistics services" "visiting or inpatient environment" "the type and quantity of hospital facilities and equipment" and "the level of doctors′ treatment". Conclusion These six items at a disadvantage have a greater impact on satisfaction and a lower satisfaction score, which are the key drivers of patient′s satisfaction. Therefore, future reforms should focus on further optimizing the clinic process, improving the doctors′ clinic levels, reforming logistics services, and strengthening hospital facilities and environmental construction.
宋海燕 左旭 崔成森 孙新月 孟开. 基于满意度视角的患者就医体验关键因素分析[J]. 中国医药导报, 2019, 16(5): 42-46.
SONG Haiyan ZUO Xu CUI Chengsen SUN Xinyue MENG Kai. Analysis on key drivers of patients′ medical experience from the perspective of satisfaction. 中国医药导报, 2019, 16(5): 42-46.
2019, Vol. 16 
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