Abstract
- Background: Enlarged financial and managerial resources spending on medical improvement had rarely to decrease the crowed waiting line or increase the patient satisfaction. Investigating patients’ perceived value (PPV) gain an insight of patients’ satisfaction. PPV is a valuable perspective for hospitals to strategically improve medical care quality and performance from functional and emotional sides. - Methods: According to the theory of perceived value, an empirical study had been carried out by field survey and data collection in 7 well-known hospitals in Zhejiang Province China. 2586 questionnaires with valid data were analyzed according to PPV.- Results: Beside of the importance of functional values (effectiveness of treatment effect, reasonable and accurate prices, standardization and normalization, convenience and accessibility), the emotional values (communication with doctors/nurses, comfortable environment and facilitates) were highlighted. The preferences of patients’ perceived value were influenced by patients’ background features, and then the differentiation of patients’ satisfaction was proceeded. These patients, who are young, female, outpatient, light ill condition, high educational level and high income, tend to be relatively high demanding on medical care services but in high dissatisfaction level. Additionally, the findings show an advantage to pass the reasonability of waiting time to patients’ thought.- Conclusion: Classified convenience receiving approaches according to differentiated PPV and background features of patients, equipped up with e-enabled health care environment, can bring worthwhile patients’ satisfaction in Chinese hospitals .
SISTEM ANTRIAN PELAYANAN PASIEN PADA PUSKESMAS