Analysis of patients' satisfaction survey for service centers in hospital's outpatient clinics / 中华医院管理杂志

ABSTRACT

The "Assessment system for spiritual civilization development of service industries in Shanghai" is called into play to guide the survey of patients' satisfaction for service centers in hospital's outpatient clinics. Survey feedback recovered is analyzed with the key driving factors analysis model and the four-quadrant analysis. This practice identified the most critical areas to improve the satisfaction for such centers, providing theoretical references for constant quality improvement in hospitals, new insights for hospital branding, and guidelines for further health reforms.