Impacts analysis of medical staff satisfaction on patient satisfaction / 中华医院管理杂志

ABSTRACT

Objective:To explore the relationship between medical staff satisfaction and patient satisfaction.Methods:Satisfaction survey data of 102 public hospitals from July to November 2017 by the National Health and Family Planning Commission′s were selected as research samples, and the data were analyzed by regression model, with the intermediary effect tested, to explore the impact of medical staff satisfaction on patient satisfaction.Results:The research found the following the satisfaction of medical staff had a significant impact on patient satisfaction( P<0.01), and this impact occured under the full intermediary role of patient perceived quality. When the satisfaction of medical staff increases by 1 unit, the perceived quality of patients will incur a change by 20.9%. Conclusions:Medical staff can provide patients with different medical experiences through their emotions in the contact and their services offered. In this consideration, satisfaction of medical staff must be elevated before the objectives of improving patients′ sense of gain and satisfaction can be achieved.